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55Hi There,
My problem is as followed.
I have a SLA contract that specifies both KPI "First response" and "Resolution".
The problem is that I defined for a specific priority level that we have 1 hour to provide first response and 4 hours to resolve, but I wish that I the timer for resolution starts whenever the "First response" is done. Actually, this is what it does but when the resolution timer starts, it includes the response time and this is not what I want.
In my example (1 hour ro respond and 4 hours to resolves), If I respond 10 minuts after "First response" chrono starts, I will have 3h50 minuts to solve and not 4 hours !
How can I avoid (or control) this behaviour.
I understand that it could be possible to include the first response in resolution time but this is not what I want.
Thanks for your help,
Emmanuel Barache
CRM Consultant
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