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    Service Level
    • 30 Sep 2022
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    Contents

    Service Level

    • Updated on 30 Sep 2022
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    Article summary

    Required Permissions

    An employee must be assigned to the shop with a Shop Owner Admin role to perform actions referred to in this article.

    You can configure per shop which days of the week and at what hours there will be a customer service team. With set response time for SLA and time zone specified per shop, customer support statistics is gathered automatically. Statistics include time spent on handling inbound mail, phone calls, and tickets per employees and emloyee groups.

    Service level agreement performance data could be viewed and analyzed through a number of reports - Service Level Reporting

    See also: Ticket Configuration and Working with Tickets for more information.

    How to set service level for a shop

    shop-settings-service-level

    1. Go to the Shop Details Page > Service Level.
    2. Set the Response time - time limit in working hours within which the customer request should be replied to and resolved.
    3. Select the shop's Time zone.
    4. Mark the checkbox and set the Opening and Closing hours for the day.
    5. Repeat for the other days of the week.
    6. When finished, click Save or Save and Close to apply changes to the shop.
    What's Next