Servicelevelovereenkomsten (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.

Notitie

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

Ga naar Helpdesk-app ‣ Configuratie ‣ Helpdesk-teams om de functie uit te schakelen of de werkuren te bewerken. Klik op een team om de configuratiepagina van dat team te openen.

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

Weergave van een teampagina in Helpdesk met focus op de instelling SLA-beleid.

Een nieuwe SLA afspraak maken

Ga naar Helpdesk-app ‣ Configuratie ‣ SLA-beleid en klik op Nieuw om een nieuw beleid aan te maken.

Je kunt ook naar Helpdesk-app ‣ Configuratie ‣ Helpdesk-teams gaan en op een team klikken. Klik vervolgens bovenaan de instellingenpagina van het team op de slimme knop SLA-beleid en klik op Nieuw.

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.

De criteria van een SLA afspraak bepalen

De sectie Criteria wordt gebruikt om te bepalen op welke tickets dit beleid wordt toegepast.

Vul de volgende velden in om de selectiecriteria aan te passen:

Notitie

Tenzij anders aangegeven kunnen voor elk veld meerdere selecties worden gemaakt.

  • 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.

  • Klanten: in dit veld kunnen individuele contactpersonen of bedrijven worden geselecteerd.

  • 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

Een ondersteuningsteam moet urgente kwesties voor VIP-klanten binnen één werkdag aanpakken.

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.

Tegelijkertijd kunnen de tickets betrekking hebben op meerdere problemen, dus de policy is van toepassing op tickets met de labels Reparatie, Service of Spoed.

Weergave van een nieuw SLA-policyrecord met alle relevante informatie ingevuld.

Een doelstelling geven aan een SLA afspraak

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.

Voldoe aan SLA-deadlines.

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.

Notitie

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.

Weergave van een ticketformulier met nadruk op een openstaande SLA-deadline op een ticket in Odoo Helpdesk.

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

Weergave van een ticketformulier met nadruk op een voldane SLA in Odoo Helpdesk.

Belangrijk

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.

Weergave van een ticketformulier met een falende en geslaagde SLA in Odoo Helpdesk.

Analyseer SLA-prestaties.

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.

Draaitabelweergave

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.

Weergave van het rapport SLA statusanalyse in Odoo Helpdesk.

De draaitabelweergave verzamelt gegevens die kunnen worden gemanipuleerd door metingen en filters toe te voegen.

Klik op de knop Metingen om de weergave te wijzigen of extra metingen toe te voegen. Er verschijnt dan een vervolgkeuzemenu met rapportagecriteria waaruit je kunt kiezen.

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.

Weergave van de beschikbare metingen in het SLA-statusanalyserapport.

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.

Weergave van de beschikbare groepeer op-opties in het SLA-statusanalyserapport.

Grafiekweergave

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.

Weergave van het rapport SLA statusanalyse in een staafdiagram.

Een staafdiagram kan grotere datasets verwerken en gegevens over meerdere categorieën vergelijken.

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.

Weergave van het SLA-statusanalyserapport in staafweergave, gestapeld.

Cohortweergave

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.

Weergave van het SLA-statusanalyserapport in cohortweergave.

De cohortweergave onderzoekt de levenscyclus van gegevens in de loop van de tijd.

Zie ook