Service | Customer Service, Contact Center, Fie...

How to pause SLA during non-bussiness hours defined by the customer service schedule

(0) Share

Report

Posted on by Vrushali Kulkarni

Hello,

How to pause ASA KPI during non-bussiness hours and bussiness closure using out of the box customer service schedule. Also I want to impose one condition that the ASA KPI is only paused untill the user picks that email.

Thank you.

All responses (2)

Answers (0)

Vrushali Kulkarni 11 on at

Like (0)

Report
How to pause SLA during non-bussiness hours defined by the customer service schedule

Hello,

We want to specifically pause ASA KPI timer during non-business hours. The businesss hours schedule is defined as below:

The above customer service schedule has been selected in the ASA KPI instance table

Now, we want toi pause the ASA KPI during the non-working hours i.,e from

Mon-Fri: 10:01 PM to 8:59 AM

Sat & Sun: 5:01 PM to 8:59 AM

Questions from the above scenario,

1. Is it possible to pause ASA KPI during the non-business hours as mentioned above.

2.If yes , which fields can be used in override pause conditions to pause the ASA KPI timer during non-business hours and business closure using OOB functionality.

3.If it is not possible via OOB functionality then how can I get weekly schedule from customer service schedule entity if customized through power automate flow.

Grateful if anybody could help on this!!
Suggested answer

Leah Ju Microsoft Employee on at

Like (0)

Report

How to pause SLA during non-bussiness hours defined by the customer service schedule

Hi partner,

When you configure sla item, you can select business hour and pause configuration:

If you want to pause sla during non-bussiness hours, maybe you can configure pause condition in sla kpi or entity level.

Note: Configure pause criteria at the SLA Item level and override criteria defined at KPI or entity level.

I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
Regards,
Leah