SLA Flow - STILINGUE Smart Care

Index:

1. What is SLA?
2. Division by status

Understand how SLA behaves in relation to the interactions collected in STILINGUE Smart Care

What is SLA?

Known as "service level agreement", SLA covers some details about the provision of service between the company and the customer. Within the tool, SLA is measured only in "time." It is a way for the company to set a response time goal. For example: Company A must respond to customer messages within 2 hours. By setting this deadline, internal logistics need to function so that the company's customer does not go without a response for more than 2 hours. 

The statuses for existing tickets in the tool are: Pending, Ignored, Open, Waiting, Answered, and Closed. 

Whenever an interaction made on the proprietary page enters the tool, it will be inserted with the Pending status. From there, you can open, respond, close, ignore, or put the ticket on hold. The SLA encompasses the time total in which a conversation has a status change.

See how this flow happens after an interaction is collected in STILINGUE Smart Care:

Attention! It is important to check how automatic annotations are enabled in the system, within General Settings. If this field is activated, the status will automatically change to Answered after the conversation is responded to. For example, a status that was Ignored may change to Answered after a response is sent to that conversation.

Division by status

1. Pending 

The status Pending means that a conversation has not yet received any treatment. Upon collection, the conversation will be automatically flagged as Pending. If an existing conversation receives a new user message, it will be transformed into Pending, regardless of the current status. 

On the other hand, if the newly collected interaction does not belong to a previous conversation, a new conversation with the Pending status is created. 

Attention! If a conversation is in the Pending status and within this same conversation a new interaction is collected, the conversation status will remain Pending. If a status change to Open, Pending, Answered, or Closed occurs, the SLA will be counted normally from the call wait time, i.e., from the date/time the first interaction was published on the network, restarting with the Pending status until the status is changed to Open, Pending, Answered, or Closed.

2. Open

The Open status indicates that the conversation has already undergone minimal treatment upon collection. If a conversation with the Pending status (and no respondent yet) is assigned to an operator, it changes to the Open status.

When the conversation is in the Open status and a new non-proprietary interaction is collected, the status does not revert to Pending. The conversation remains in the Open status until the status is changed.

3. Replied

The Replied status indicates that the conversation has been answered within the tool. When responding to a conversation, the conversation status automatically changes to Replied. This change can also be made manually. 

Attention! It is worth reminding to check the automatic annotations enablement in the system, within General Settings. If this field is not activated, the status will not automatically change to Replied after the conversation is answered. The conversation will continue with the current status and must be manually switched.
Important! If a conversation is directly responded to on the social network, the response will be collected by STILINGUE Smart Care, but its status will remain Pending, even if the "Automatic Annotations" feature is enabled.

4. Closed

The Closed status indicates that the conversation's handling has been completed. After the final response is sent to the page user, you should mark that ticket with the Closed status. If you want to automate this action through the system, go to the General Settings area, where there is an option to mark conversations to be closed if they receive no interaction after a certain time. This means that these conversations (if you activate this option) will be automatically moved to the Closed status.

5. Ignored

The Ignored status is used to indicate that the conversation will be ignored by the system; that is, no handling time will be counted while it is in this status. While the conversation is marked as Ignored, no SLA (Service Level Agreement) will be calculated. To resume SLA calculation, it is necessary for a manual status change to Open or for a new interaction to be collected in this conversation, changing the status to Pending.

Attention! If an interaction has its status changed to Ignored, and within the same conversation, a new interaction is collected, the conversation's status will be changed to Pending.

6. Pending

The Pending status indicates a conversation that requires more time before being returned to the user. This may occur when the response depends on another department or sector. By changing the status to Pending, the response time is also not counted while it is pending.

Learn more about status changes by accessing this guide.

For more information, visit the discussion on the subject at our community or videos on our channel. 😃