SLA

With the Case Management feature, you can define service level agreement (SLA) response times in two ways for the entire case or for the statuses of the selected case. You can set the SLA by choosing a time duration in Days,Hours, or Minutes.

Case Level SLA

The Case level SLA measures the time from the case is created until the case is closed.

Case Status SLA

The Case Status SLA measures the duration of time (in minutes, hours or days) from one status change to another. For example, it measures the time from when a case is initially opened until it is changed to the In progress status.

There is also the option to change the Case Status SLA via the Case Status SLA Action, in the Case Management Interface or in Case Management Settings.