Case Action SLA
Briana Coffman
Published:
12/12/23 7:30 PM
13 views
5
13
Hello,
How is Case Action SLA measured, and how can my agents continue to reduce the time? It seems like no matter what we do, the number does not decrease. Does anyone have any insight or can provide some support?
Idea
Updated
1 year
Comments
- B
Briana Coffman
2 years
ago
18/12/2023
does that affect the case action SLA if the customer comes back after the case is closed? We're essentially trying to figure out how to reduce case action sla time...we've tried multiple avenues but cannot seem to figure out how to bring the time down
- S
Sprinklr's Community
2 years
ago
18/12/2023
Hey Briana,
Yes, Case Action SLA would proceed to calculate every action from the case creation time, so would not be apt to measure time spent by agents on resolving cases.Instead, we would suggest using Macro SLA from assignment, this would capture the time difference between the macro application time and when it was assigned to the user, whose SLA action we want to measure basis the macro usage.
These can also be further customized based on the requirement, do let us know yout thoughts on the same.
- Sprinklr Team.
- B
Briana Coffman
2 years
ago
15/12/2023
what about if we resolve/resolve no action and the customer returns?
For reference, How we work cases is as follows....my team will get a case, respond, and then close it by using resolved/resolved no action.
- S
Sprinklr's Community
2 years
ago
18/12/2023
Hey,
If the agents resolve the case, and the customer comes back, the case gets re-opened, and then the agent again responds and closes the case.
What data do we want to look at exactly here?
- S
Sprinklr's Community
2 years
ago
13/12/2023
Hey Briana,
The Case Action SLA measures the time difference from the case creation time to the action time, here action time refers to the actions such as Brand Response, User Assignment, User unassignment, and Queue Removal.
If the agent has the time difference between these actions from case creation time, the Action SLA can be in control.
Please let us know if we can help you with anything else.
Help article
Best Regards,
Akshaya - J
Jay Elango
2 years
ago
13/12/2023
Thank you for your post. Our support team will get in touch with you shortly regarding this issue.
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2 years
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20/12/2023
Jay Elango
2 years
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21/12/2023
Hi @brianacoffman - I have notified the support team regarding your follow-up query. They'll connect with you on this.
Sprinklr's Community
2 years
ago
21/12/2023
Hey,
We can use "CCM_Case_Macro SLA from Assignment (Unique)" instead of "Agent CCM_Case_Macro SLA from Assignment (Unique)" which is a metric that we use in supervisor console.
Briana Coffman
2 years
ago
03/01/2024
ok. I have updated that field and see a lower number. Widget name "COPY OF CSAE ACTION SLA"
https://space-prod2.sprinklr.com/social/insights/reporting/dashboard/5b573bece4b02450829017ff/tab/29
What this ultimately means is that the agent takes X minutes to take action on a case on average?
Sprinklr's Community
2 years
ago
04/01/2024
We are investigating this issue and will provide an update as soon as possible.
We appreciate your patience in the meantime:)
Sprinklr's Community
2 years
ago
05/01/2024
Hey Briana,
yes, this gives us the time difference of the time from the Macro application on the case to the time of unassignment of the case, which will be divided by the Unique case macro usage count.
Hope this helps!
Best,
Sprinklr Support.