SLA Tracking – Setting Timers & Alerts

Overview #

Service Level Agreements (SLAs) define how quickly cases must be resolved. DigiCase helps you track SLAs automatically.

Step 1: Access SLA Settings #

1. Go to Admin Panel → SLA Configuration.
2. Choose a case category (e.g., Complaints, Technical Issues).

Step 2: Define SLA Timers #

• Response Time: Maximum time to acknowledge a case.
• Resolution Time: Maximum time to close the case.
• Custom SLA Policies: Set different SLAs per customer tier (e.g., VIP clients).

Step 3: Enable Alerts #

• DigiCase sends automated reminders when SLA deadlines are approaching.
• Configure alerts for:
  • Agents (email, in-app, WhatsApp if enabled).
  • Managers (escalation notices).

Step 4: Monitor SLA Status #

• On the Dashboard SLA Widget, view:
  • Cases within SLA (green).
  • Cases nearing SLA breach (yellow).
  • Cases breached SLA (red).

✅ Tip: Export SLA reports to PDF/Excel for compliance audits.