サービスレベル契約(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.

注釈

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

機能をオフにする、または勤務時間を編集するには、:menuselection:`ヘルプデスクアプリ --> 管理設定 --> ヘルプデスクチーム`に移動します。チームをクリックして、そのチームの設定ページを開きます。

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

新しいSLAポリシーを作成

新しいポリシーを作成するには、:menuselection:`ヘルプデスクアプリ --> 管理設定 --> SLAポリシー`に移動し、:guilabel:`新規`をクリックします。

または、:menuselection:`ヘルプデスクアプリ --> 管理設定 --> ヘルプデスクチーム`に移動し、チームをクリックします。次に、チームの設定ページの上部にある:guilabel:`SLAポリシー`スマートボタンをクリックし、:guilabel:`新規`をクリックします。

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.

SLAポリシーの基準を定義

:guilabel:`基準`セクションは、このポリシーが適用されるチケットを識別するために使用されます。

選択基準を調整するには、以下のフィールドに記入します:

注釈

特に指定がない限り、各フィールドで複数の選択が可能です。

• 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

サポートチームは、VIP顧客の緊急の問題に1営業日以内に対応する必要があります。

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.

同時に、チケットは複数の問題に関連する可能性があるため、このポリシーは`修理`、サービス、または`緊急`タグが付いたチケットに適用されます。

SLAポリシーのターゲットを設定

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.

SLA期限を満たす

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.

注釈

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.

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

重要

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.

SLAのパフォーマンスを分析

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.

ピボットビュー

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.

ピボットビューはデータを集約し、メジャーとフィルターを追加することで操作できます。

表示を変更したり、追加の測定値を追加したりするには、:guilabel:`メジャー`ボタンをクリックしてレポート基準のドロップダウンメニューを表示し、利用可能なオプションから選択します。

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.

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.

グラフビュー

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.

Bar ChartLine ChartPie Chart

棒グラフは、より大きなデータセットを処理し、複数のカテゴリ間でデータを比較できます。

ちなみに

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.

コホートビュー

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.

コホートビューは、時間経過に伴うデータのライフサイクルを検証します。

参照

• レポーティングビュー

• 顧客がチケットをクローズできるようにする