Service level agreement (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.

Catatan

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

Untuk menonaktifkan fitur ini, atau mengedit jam kerja, buka aplikasi Pusat Bantuan ‣ Konfigurasi ‣ Tim Pusat Bantuan. Klik pada tim untuk membuka halaman konfigurasi tim tersebut.

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

Tampilan halaman tim di Pusat Bantuan yang berfokus pada pengaturan Kebijakan SLA.

Membuat kebijakan SLA baru

Untuk membuat kebijakan baru, buka aplikasi Pusat Bantuan ‣ Konfigurasi ‣ Kebijakan SLA, dan klik Baru.

Sebagai alternatif, buka aplikasi Pusat Bantuan ‣ Konfigurasi ‣ Tim Pusat Bantuan, dan klik pada tim. Kemudian, klik tombol pintar Kebijakan SLA di bagian atas halaman pengaturan tim, dan klik Baru.

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.

Menentukan kriteria untuk kebijakan SLA

Bagian Kriteria digunakan untuk mengidentifikasi tiket mana yang diterapkan kebijakan ini.

Isi bidang berikut untuk menyesuaikan kriteria seleksi:

Catatan

Kecuali disebutkan lain, beberapa pilihan dapat dibuat untuk setiap bidang.

  • 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.

  • Customers: individual contacts or companies may be selected in this field.

  • 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

Tim dukungan perlu menangani masalah mendesak untuk pelanggan VIP dalam waktu satu hari kerja.

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.

Pada saat yang sama, tiket dapat terkait dengan beberapa masalah, sehingga kebijakan berlaku untuk tiket dengan tag Perbaikan, Layanan, atau Darurat.

Tampilan catatan kebijakan SLA baru dengan semua informasi yang relevan dimasukkan.

Menetapkan target untuk kebijakan 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.

Memenuhi tenggat waktu 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.

Catatan

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.

Tampilan formulir tiket yang menekankan tenggat waktu SLA yang terbuka pada tiket di Odoo Pusat Bantuan.

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

Tampilan formulir tiket yang menekankan SLA yang terpenuhi di Pusat Bantuan Odoo.

Penting

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.

Tampilan formulir tiket dengan SLA yang gagal dan berhasil di Pusat Bantuan Odoo.

Analisis kinerja 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.

Tampilan pivot

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.

Tampilan laporan analisis status SLA di Pusat Bantuan Odoo.

Tampilan pivot menggabungkan data, yang dapat dimanipulasi dengan menambahkan ukuran dan filter.

Untuk mengubah tampilan atau menambahkan pengukuran tambahan, klik tombol Measures untuk menampilkan menu drop-down kriteria pelaporan, dan pilih dari opsi yang tersedia.

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.

Tampilan ukuran yang tersedia dalam laporan analisis status 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.

Tampilan opsi pengelompokan yang tersedia dalam laporan analisis status SLA.

Tampilan grafik

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.

Tampilan laporan analisis status SLA dalam tampilan batang.

Grafik batang dapat menangani kumpulan data yang lebih besar dan membandingkan data di beberapa kategori.

Tip

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.

Tampilan laporan analisis status SLA dalam tampilan batang, bertumpuk.

Tampilan cohort

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.

Tampilan laporan analisis status SLA dalam tampilan cohort.

Tampilan cohort memeriksa siklus hidup data dari waktu ke waktu.

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