NSP provides a business rule called SLA/OLA to create and monitor Service Level Agreements and Operational Level Agreements. SLA/OLAs are based on the average response time and resolution time of the tickets. The support team of the organization plays important role to meet the service level goals and service level performance.
You can define SLA/OLA service targets in NSP so that the Agents can monitor the service level performance and meet their service level goals. The tickets breaching the SLA/OLA are quickly identified and monitored.
NSP provides three different components of the SLA/OLA to create and manage the SLA/OLA targets. These three components are: Agreements, SLA/OLA Conditions, and SLA/OLA Thresholds. All of these components can be accessed using tabbed interface provided on this page.
To access SLA/OLA in NSP, go to Configurations > Business Rules > SLA/OLA.
When SLA/OLA is clicked in left navigation bar, the SLA/OLA components are displayed in the tabs. By default, Agreements tab is selected.