Accords de niveau de service (SLA)

A service level agreement (SLA) defines the level of service a customer can expect from a supplier. SLAs provide a timeline that tells customers when they can expect results, and keeps the support team on target.

Note

The SLA Policies feature is enabled by default on newly created Helpdesk teams.

Pour désactiver la fonctionnalité ou modifier les heures de travail, aller à application Assistance ‣ Configuration ‣ Équipes d’assistance. Cliquer sur une équipe pour ouvrir la page de configuration de cette équipe.

From here, scroll to the Performance section. To turn off the SLAs feature for the team, clear the SLA Policies checkbox.

Vue d'une page d'équipe dans Assistance mettant en évidence le paramètre Politiques SLA.

Créer une nouvelle politique SLA

Pour créer une nouvelle politique, aller à application Assistance ‣ Configuration ‣ Politiques SLA, et cliquer sur Nouveau.

Autrement, aller à application Assistance ‣ Configuration ‣ Équipes d’assistance, et cliquer sur une équipe. Ensuite, cliquer sur le bouton intelligent Politiques SLA en haut de la page de paramètres de l’équipe, et cliquer sur Nouveau.

On the blank SLA policy form, enter a Title and a Description for the new policy, and proceed to fill out the form using the steps below.

Définir les critères d’une politique SLA

La section Critères sert à identifier les tickets auxquels cette politique est appliquée.

Remplir les champs suivants pour ajuster les critères de sélection :

Note

Sauf indication contraire, plusieurs sélections peuvent être effectuées pour chaque champ.

  • Helpdesk Team: a policy can only be applied to one team. This field is required.

  • Priority: the priority level for a ticket is identified by selecting one, two, or three of the ⭐ (star) icons, representing the priority level on the Kanban card or on the ticket itself. The SLA is only applied after the priority level has been updated on the ticket to match the SLA criteria. If no selection is made in this field, this policy only applies to tickets marked as Low Priority, meaning those with zero ⭐ (star) icons.

  • Tags: tags are used to indicate what the ticket is about. Multiple tags can be applied to a single ticket.

  • Clients : ce champ permet de sélectionner des contacts individuels ou des entreprises.

  • Sales Order Items: this field is available only if a team has the Timesheets app enabled. This allows the ticket to link directly to a specific line on a sales order, which must be indicated on the ticket in the Sales Order Items field.

Example

Une équipe d’assistance doit traiter les problèmes urgents pour les clients VIP dans un délai d’un jour ouvrable.

The new policy, titled 8 Hours to close, is assigned to the VIP Support team. It only applies to tickets that are assigned three ⭐ (star) icons, which equates to an Urgent priority level.

En même temps, les tickets peuvent être liés à plusieurs problèmes, donc la politique s’applique aux tickets avec les étiquettes Réparation, Service ou Urgence.

Vue d'un nouvel enregistrement de politique SLA avec toutes les informations pertinentes saisies.

Établir une cible pour une politique SLA

A target is the stage a ticket needs to reach, and the time allotted to reach that stage, in order to satisfy the SLA policy. Any stage assigned to a team may be selected for the Reach Stage field.

Time spent in stages selected in the Excluding Stages field are not included in the calculation of the SLA deadline.

Example

An SLA titled 8 Hours to Close tracks the working time before a ticket is completed, and would have Solved as the Reach Stage. Simultaneously, an SLA titled 2 Days to Start tracks the working time before work on a ticket has begun, and would have In Progress as the Reach Stage.

Respecter les dates limites SLA

As soon as it is determined that a ticket fits the criteria of an SLA policy, a deadline is calculated. The deadline is based on the creation date of the ticket, and the targeted working hours.

Note

The value indicated next to the Working Hours field of an SLA policy is used to determine the deadline. By default, this is determined by the value set in the Company Working Hours field under Settings app ‣ Employees ‣ Work Organization.

The deadline is then added to the ticket, as well as a tag indicating the name of the SLA applied.

Vue du formulaire d'un ticket mettant en évidence une date limite SLA ouverte sur un ticket dans Odoo Assistance.

When a ticket satisfies an SLA policy, the SLA tag turns green, and the deadline disappears from view on the ticket.

Vue du formulaire d'un ticket mettant en évidence un SLA satisfait dans Odoo Assistance.

Important

If a ticket fits the criteria for more than one SLA, the earliest occurring deadline is displayed on the ticket. After that deadline has passed, the next deadline is displayed.

If the SLA deadline passes and the ticket has not moved to the Reach Stage, the SLA tag turns red. After the SLA has failed, the red tag stays on the ticket, even after the ticket is moved to the Reach Stage.

Vue du formulaire d'un ticket avec un SLA échouant et un SLA réussissant dans Odoo Assistance.

Analyser les performances SLA

The SLA Status Analysis report tracks how quickly an SLA is fulfilled, as well as the performance of individual team members. Navigate to the report, and corresponding pivot table, by going to Helpdesk app ‣ Reporting ‣ SLA Status Analysis.

Vue tableau croisé dynamique

By default, the report displays in a Pivot view. Any SLA policies in the database with tickets that failed to fulfill a policy, are in progress, or have satisfied a policy are listed. By default, they are grouped by team and ticket count.

Vue du rapport d'analyse du statut SLA dans Odoo Assistance.

La vue tableau croisé dynamique agrège les données, qui peuvent être manipulées en ajoutant des mesures et des filtres.

Pour modifier l’affichage, ou ajouter des mesures supplémentaires, cliquer sur le bouton Mesures pour afficher un menu déroulant de critères de rapport, et choisir parmi les options disponibles.

Whenever a measurement is picked, a ✔️ (checkmark) icon appears in the drop-down menu to indicate that the measurement is included, and a corresponding new column emerges in the pivot table to show the relevant calculations.

Vue des mesures disponibles dans le rapport d'analyse du statut SLA.

To add a group to a row or column, click the ➕ (plus) icon next to the policy name and then select one of the groups. To remove one, click the ➖ (minus) icon next to the policy name.

Vue des options de regroupement disponibles dans le rapport d'analyse du statut SLA.

Vue graphique

The SLA Status Analysis report can also be viewed as a Bar Chart, Line Chart, or Pie Chart. Toggle between these views by first selecting the Graph button at the top-right of the dashboard. Then, select the appropriate chart icon at the top-left of the graph.

Vue du rapport d'analyse du statut SLA dans la vue graphique à barres.

Un graphique à barres peut traiter des ensembles de données plus importants et comparer des données à travers plusieurs catégories.

Astuce

Both the Bar Chart and Line Chart views can be Stacked by selecting the Stacked icon. This displays two or more groups on top of each other instead of next to each other, making it easier to compare data.

Vue du rapport d'analyse du statut SLA en vue à barres, empilée.

Vue cohorte

The Cohort view is used to track the changes in data over a period of time. To display the SLA Status Analysis report in a Cohort view, click the Cohort button, represented by (four cascading horizontal lines), in the top-right corner, next to the other view options.

Vue du rapport d'analyse du statut SLA en vue cohorte.

La vue cohorte examine le cycle de vie des données au fil du temps.

Voir également