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on behalf of the character team welcome to today's webinar today we're going to show you how to use SL a s which stands for service level agreements to ensure that you're meeting your customer expectations now if you're not using SLA s but you still want to make sure that you're meeting your customer expectations don't worry this webinar is still going to be a really great resource for you so I hope everyone is comfortable and we can get started but first in case any of you are new to kind of go let's briefly review who we are as a company who is kya Co Co Co is a customer service software company that is built to scale as you grow we've been around for over 14 years we have over 140 employees working fully committed to make sure that our customers are getting better at customer service and not just supplying a software platform as most of you listening on this presentation are probably customers hopefully you know by now that the Conoco support team is readily available for you to help ensure that you are successful in your in your roles and you can always reach us through email at support at koco.com via live chat and of course the Konica Help Center and the forums so without further ado let's get started my name is Alicia and I'm a product marketing manager here at kind of go and now I have the pleasure of turning it over to my colleagues Kershaw and Sandeep and they're gonna introduce themselves to you so cushaw why don't you take it away hi everyone thank you for joining us today my name is crucial and I will be answering your questions in this webinar if there are any questions you would like to ask please drop them in the GoToWebinar questions window and I will be happy to talk to you at the end now so they will take it further to talk about SLS Sandeep over to you hey everyone this is Sandeep I work as a customer advocate at Ko Ko and one thing I absolutely love about my job is helping people so today we are going to talk about SLA what is an SLA an SLA is basically a contract to provide service within an agreed timeframe different industries have different terminal terminal RG to explain SFA's some of them call it as customer response metrics and different industries have different names and usually when someone says the word SLA it is linked with the service industry but overall it is spread across all the industries in different ways even if it is a retail industry the timeframe that you give to your customers to deliver the product to them is a kind of SLA that you have for your customers so no matter which type of industry are you or are you from which kind of business are you from knowingly or unknowingly there is somewhere you are linked with the topic which is SLA so this is what we will cover in today's webinar so the main things that we are going to talk about are why do we need SLA and how do you determine an SLA when I say why so the question that we need to ask ourselves is why do I need a time frame to provide the service within to my customer why do I have to have a clock ticking over my head let's say and why do I have to be answerable to my customers when I have to provide service to them once we answer those questions the next question that we need to answer is how do you draw the line how do you determine what is the agreement that you have to sign with your customers how do you decide as a business based in central London that you have to give this timeframe to deliver products to your customers who are based in West London or who are based in the East part of your East part of city or any other part of the city so how do you decide that so will be answering both these questions why excellence and how do you determine Escalus and before we go any further throughout the webinar when we talk about these things I want you to think about your business when we talk about each and every point I want you to relate it to your business and see how does it impact you or how it can impact you and how it can create value for your business so this these are the things that I want you to drink think about you are the business throughout the webinar and and maybe pose your questions side-by-side so if there is anything that you think that how does it relate to your business and you want to discuss you can always post your questions in this in the GoToWebinar meeting message box so first of all we are going to talk about why we need a slays because we need essays because they create value for your customers and we'll talk about the values that they create for your customers to start with if you have an axillary plant in place it helps you to set right expectations for your customers let me explain it with an example so let's say you are in retail business and you have your customers placing orders online through your website and when they place an order you give them a confirmation that your order would be delivered within 24 hours so that is the kind of isolate that you provide to your customers in that case the customer you set the right expectation for your customer because the customer knows that he has to wait for 24 hours for the delivery to be made to his doorstep it's in that case you are setting right expectations and imagine that if you have no a silly plan in place and the customer places an order from your website and he doesn't know when to expect the delivery and when to hear back from you so in that case you're leaving the customer in the dark and the customer has no knowledge about when or how or when to expect the delivery so in that case if you have an SLA in place you are setting the right expectation for your customer as to when can he expect to get hear back from you or when can he expect to get his order delivered or when can we expect to get his system back up depending on the nature of your business so that's that once you set right expectation the next thing it leads to is less friction because you have already said the expectation that means the customer knows when to expect it he doesn't need to come back and contact you every now and then about the status of your of his request that he has logged with you or about the status of his delivery about his product that has purchased from you and because and reason being because he doesn't need to contact you from taya time and again about for an update that means it leads to less friction and because you have an SLA plan in place this means all your soft members are aware of it and they would all be giving a unified answer to your customer that okay this is a this is the timeframe we have set for this kind of request and this is when you can expect to hear back from us whereas if there is no SLA plan in place and all your support team members all your staff members are not aware of any SLA plan in place they could be answering different answers to the customer when he contacts you through different three different channels in that case the friction because the customer might get irritated that he is getting different answer from different people but the problem is this is happening because you don't have an agreement in place by which you have to stick to so in that case if you have an SLA in place it leads to less friction when dealing with your customers and their requests next up is measuring success so if you have an agreement in place your customers know how to review this service that they have received from you so let's say you have 24 hours deadline to deliver the product that they have purchased from your website and the customer knows that if it is delivered within 10 hours or 12 hours of the of the agreement that they have signed that means you have provided a good service to them in that case they know how to review you against something so this is how it helps you to measure success as in how much value you have created for your customer or how much value as a business you have created for yourself because you have created value to the customer and it is these customers who bring value back to the business next up if you have an SLA in place that means you're never going to miss a deadline let me explain that with an example so let's consider that you are an IT department within a company and you deal with different kinds of requests let's say you have requests to deal with you know the the telephone is not working or the laptop is broken or there's a new jointer in a different department in the next week during the next week or there is someone who is leaving the company and you have requests coming in so imagine if you're handling all of this through emails so you have to go through emails and it leads to a lot of time wastage because you don't know who is working on which email and there's a lot of you know kind of overlapping of work that happens because of that image and now if we switch that to a ticketing tool or a helpdesk where you have essays in place that means everything gets sorted on its own so let's say there is a new joiner in a department and the manager logs our request mewtwo on a request with your IT department and who you have an SLA in place that every time there is a new joiner the request logged with the IT department you need a minimum of five days to fulfill that request reason being you have to get the assets ready you have to get eight different accounts ready you have to get everything required for the person or different kinds of excesses that you need to give to the new joiner and in all that you need minimum of five days to get everything up to the mark in that case once you have set the deadline for the all kinds of new joiner requests that means the manager who is going to log a request is aware that he has to log a request five days prior to the person joining his team in that whereas if you don't have an SLA in place there are chances the manager might send in a request or an email a day before the person is about to start the start work and in that case you might very much miss a deadline because the email might have come if the last hour and you don't have enough time to get everything up to screw up to the mark to get the person started on his first day at work so this is where SLS create value to your customers and now these customers can be both external or internal as I mentioned in this one example for you so that's that and then we have if you have SL is in plan then you have fried and you have the possibility to prioritize your customers so let's say you have different and silly plans and you have premium customers who pay extra to your business because they want the service to be quick they want everything to meet it answered and returned on time as quickly as possible in that case you can have an SLA plan in place called premium SLA plan which your customers can buy from you in that case you're creating a premium value for your customers whereas you can have usual customer usual Aesir plans in place as well usual agreement where let's say in the if it is a cream if someone buys a premium SLA plan from you that means you are returning the service within two hours and if someone buys a casual SLA plan from you that means you are returning the request in four hours for that person or for that customer in that case you're creating different kinds of values for your customers and in this case when we say premium and non premium you are create you're still creating value for your customer because it could be someone is starting a new business and they are not have able to afford the premium one right now they can still go for the non premium one but in a way it is creating a value for your business so these are the values which SL is or the service level agreements bring to your customers it could be setting right expectations because they know upfront how much time it will take to deal with your request then next one is less friction because they don't have to keep coming back to you for an update on your request on their request and they have something to measure you against and then you never miss a deadline that is everything is taken care of itself because the SLA keeps ticking and when it goes over to you're notified that this has gone overdue and it needs your attention so and finally you get to prioritize your customers as premium non premium or different categories of SLS that you can create for your customers so that's all about creating values to your customer through the oscillates next so first we just we understood to the why why we need an SLA because it creates value next as promised we are going to talk about how do you determine that what an SLA should be what the agreement should be like and where do you draw the line whether you say two hours or how do you decide whether it should be four hours or it should be six hours how do you decide that what should be the basis for that so to start with the first thing that you can start if you are starting from scratch you can look at industry standards so let's say you are in finance industry and you have to stick to certain compliance and in that case because you have to stick to industry standards you can look for the other companies around you and like what kind of vessel is doing they or you can do research on that and follow the industry standards but the other but the thing to be made to be kept in mind is there are other factors too even when you go for industry standards there are other factors which will always influence when you decide the SLA plans we'll talk about them later the one of the benefits that you get if you stick to industry standards is that you clearly get to compare yourself against what other companies in the same industry are performing at or what level they are at because at the end of the day the reason why we have as well as in place and why we measure them is because we want to see where we stand against the other companies where we stand the other people in the same industry because let's say if someone has if the industry standards say is that 92% is the minimum as is the maximum that the industry is meeting when it comes to essays and you end up making it 93% so you can easily boast yeah that I have or you perform better than the overall industry that you are in so in that case you get to compare yourself against the other other companies so that's that and then the other factor or the other way to determine an agreement is that you can talk to your customers when I say talk to your customers it may not be possible it for every kind of business to talk to your customer and decide on an SLA again it depends the kind of business that you are in so let's say you are a freelancer and you deal with one customer and what you can do is you can talk to the customer and sign an agreement or come to an agreement that this is the timeframe within which I would deliver the project to you or this is the minimum time for my needs to get started or any kind of discussion that you want to have you with your customer that's another kind of way that you can decide on an SLA so you can talk to your customer depending on the nature of your business or because this is clearly not possible if you have thousands of customers you can't go out and talk to each one of them and decide and instead decide on an estimate so again clearly it depends on the nature of business that you're in next up is look at your team's capacity when deciding in essen a plan this is quite an important one as one of our own customers when we ask them about how do they set a vessel is in their company so he one of the best practices that he shared is that don't set them by what you think they should be but how they work in your organization and what time do you realistically need for that so he clearly meant that okay you can decide on any other factor but at the end of the day it depends you're at you're on your team's capacity you may go for industry standards but one thing that comes into action is that could be that the other company has 20 people and you have 10 people dealing with the same number of requests so this won't be the right comparison that you can make in that case your team's capacity comes into action it plays a very important role so in this case when I say look at your team's capacity what I mean is that you have to look at the workload that your team needs to handle and what sort of work that they need to deal with is it they do the deal with the deliveries are you in the retail sector do the deal with the network that they have to keep the network running all the time do the deal with the sister or software dude what kind of business do the with and how many people do you have looking after this kind of request so it all comes into action so instead of burdening them with strict as less because you have to stick to industry standards it's always always wise to look at your team's capacity first and then you can always work around that so that's that next we have you know when you decide on an SLA there are different kinds of essays so it could be service pace it can be customer based so depending on the kind of SLA that you're going to sign or the SLA that you are going to provide to your customers you can decide which one do you want to go with so when we say service based in the service based SLA so if you're going to sign a service based SLA in that case you need to think about you know the the situations that can come in the nature of your business so let's say you provide network service to your customers and all of them use the same service and imagine all of a sudden the network goes down that means you could be dealing with your with hundreds of requests at a time and and being realistic you should be able to keep that in mind that if that happens would you be able to handle hundreds of requests with an agreement of two hours of returning to every request so it is this kind of thing that you need to keep in mind when you decide on as on an SLA so if it is service based SLA that means you need to think about how many customers you support and do you support all of them on the same pair on the same level and how are you going to deal with them if you have hundreds of coming requests coming to you in in an hour or so when the service goes down so this is the thing that you need to keep in mind when you decide on an SLA which is service based next is customer based so in this case as we talked about you know premium SLA plans and non premium customers and these kind of things so if you're going to sit in SLA based on for a customer that means for a particular organization let's say Amazon Web service and web services and they have different customers and they could be signing a particular contract with a particular organization it's in that case they are setting customer based SLA in that case yes you can very much talk to your customer if you have to and then depending on how much the how much impact to your service can have on customers business in that case you can always negotiate or talk to the customer and then decide accordingly so this is all about how you decide on an SLA so you look at the industry standards and then you talk to your customers depending on nature of your business and you always always keep in mind that your team's capacity how much workload can they handle and how much because at the end of the day today you don't want to compromise on the quality of the service that you provide so it is better to under promise and over deliver and then finally service based and customer based what kind of SLA is are you going to sign with your customers that also comes into action so this is all about how you decide on an SLA for your support team now that we have decided on the essays that we want for different kind of requests or services that we provide we need to see whether we made the right decision and how do we do that how do we know that we have made the right decision okay we have signed an agreement with the customer that for every request that you could log with us or for every order that you purchase from our website or for every internal request that you place for broken printer or a broken laptop what how do I measure that I did the right thing so in that case this is the continuous cycle that you always need to follow it's an SLS are never stagnant they're always changing depending on the situations depending on the factors that various factors that you have it could be that today you have 10 members supporting providing support tomorrow it could be 5 or it could be 12 tomorrow so in that case you have to keep recycling these kind of things so when so the cycle that it says is you decide an SLA plan then you measure it over time that is you collect data over time so let's say you have started with an SLA plan for a new joiner request of five days you gather data for the next six months for all the new joiner requests that come in and then you analyze that data we'll talk more about analyzing data later that is how what all can you do with that data that you collect we'll talk about it so you analyze that data based on the what you collect over the snick over the six months after after you implement the SLA plan and you decide whether five days was enough for vimeo join a request that comes in or does it have to be three or does it have to be like seven so it so that's how you analyze data once you implement things and then you refine it depending on that once you do the analysis you refine the data that whether it needs to be changed or whether it's good to go as it is so these kind of things this is a continuous cycle that you always run with you within your organization or your business to always stay on top of things hey there goes interesting bit so how does SLA work in Kakaako or how do you set them up so this is all we are going to talk about now it's the main reason why we started when we started we said that the main reason why we have a slit in place is because we want to create value to our customers and how do we create that value so so this when you have customizable should use in I'll walk you through all of these tips and practically as well and how do they how do you set them all up and we'll share where we'll share you know the other documents as well the relevant documents that you would need to set up SLS in Caracas everything would be shared with you at the end so when I talk about customize they were she jewels I see so what happens is you don't want the essays to be ticking and going over to you when it is your offline ovens from customizable should use what you can do is you can decide the insulated take or to to run only during your working hours so you say you operate 9:00 to 5:00 and so what you would ideally want is that's that's asila takes only from 9:00 to 5:00 and it stops at 5 o'clock when you close the business because you don't want it to go over to you and if it goes over to you while you're offline or while you're off work or work hours what happens is it will impact your stats because it will show that you're missing deadlines all the time which is not correct because it is going over to you when you're not here we're not yeah and it is your off business hours it's in that case these customizable should you will help you because you can set them up as 95 10 to 7 11 to 8 or 24 hours depending on your business hours next is we have vast set of criteria based on which you can set the SLA plan and when you set an SLA plan or when you want that the ticket that comes in should have an estate plan implemented it is it is implemented based on a particular criteria and that criteria can be set up when you set up an SLA plan and you have a long list of criteria that you can choose from you can choose an SLA based on the priority of the ticket so let's say you want that every ticket which comes in with high priority should have replied airline of two hours so that's pretty much possible with the criteria available or as we talked about premium customers so if you have premium SLE plans that you sign with your customers and that case and it's like 10 people who bought your premium SLA plans from you and you want to group them together so that they're Raquin ever their requests come in this particular the premium as Li gets applied on them so you group them into a user group and then based on the user group you set up an SLA plan so there are different criteria that you can use as part of the SLA plans and payable next you have custom holidays and let's say you are part of a global team which is based which has members in the Americas or the Europe or in Asia or different parts of the world and they all have different holidays as well so there could be global holidays and they could be regional holidays so what Karaka lets you do is you can link SLA plans you can link holidays with SLA plans that means if the SLA plan or if they use a staff member or the customer is based in that region the SLA plan would not take missed and if it is a holiday in that which in the asleep hand would not take during that time next is user-based and organization based so you so it could be that there is a group of users you want to group together and give them an SLA or it could be that you want to sit an SLA plan for one particular user so what happens is if you set a user based SLA plan in here so it will always override the other SLA plans and the person would always get the asleep and assigned to him you can provide premium service to one particular one particular customer if you have to next is organization based it is similar to user based and again it will overwrite if you have it in place so in that case what happens is for example you have 10 people from a particular organization and this organization decides to buy a specialist elite plan from you and then what you can do is you can when you enter their organization and to get our helpdesk you can link in a silly plan with the organization so any person who belongs to that organization would have this nsla plan linked with their organization implemented on all of their tickets in that case again you can provide customized service to your custom to your customers so that's how Caraco brings value to sls because it gives you a lot of customization to be able to add different kinds of SaaS and a different criteria and different and also to meet the needs of your global teams who are straight which are spread across so these are the different kind of things which you can do truest lays in careful next up is escalations so usually what happens is depending on the nature of the business some of the people they may not use escalations they may only stick to essays but if you happen to use escalations along with sls you can unleash a lot of efficiency in your business processes or overall business I'll explain how that can be achieved so let's say you know usually what happens is escalations they are pretty much part of the SaaS and when you have isolated the reason why you set SLA is because you want to track the timeframe within which you provide the service and when you if you fail to provide the service they should be something because at the end of the day if you're not tracking it if you're not tracking the SL and you're not tracking any action once the SLA goes over to you then you're not unleashing the complete potential of the SaaS so if you have as escalations in place that means you can do a lot more with the SLS in place so this is why you would always hear that they go hand in hand with the SFA's in Caraco you can have different kinds of escalations you can decide in a sleep an escalation based on reply to time that is if if the SLA if they reply time provided in the SLA plan is missed that means you can ask let's ticket or you can decide it based on the reservation so let's say you missed the resolution defined in the SLA plan and you can raise you can escalate it to get based on that so there are different things that you based on which you can escalate a ticket once the SLA has been missed well Drive you missed or the resolution due time which is missed and when I say it can bring in a lot of efficiency it is automated tasks that I'm talking about so there are a vast number of there are quite a lot of automated tasks that you can perform as part of the escalations I walk you through each one of them and so what happens is so let's say you have a ticket escalated and as part of your tomato sauce you can add the tag saying escalated and then at the end of the month you can run a report on how many tickets which had the tag escalated on them so you know that how many got estimated or how many requests which came in they got this standard they got escalated on how many times did you fail to deliver the product which was purchased from your website on time so these are the different things which you can do as part of the automated to us and can change the ticket status to whichever one you want you can take that to get priority to critical so these are the different automated tasks which you can perform as part of the automated tasks next you can send notifications as well because after all if you're escalating that means you are notifying someone and in that case what you can do is you can send a mission to different stakeholders you can send it to the team or to the person himself who's assigned to the ticket or to the user so there are different people that you can send the notification to with that the ticket has missed its deadline and now you need to pay attention to that and it is again one of our customers they used to deal with all kinds of requests through email but when they switched to helped us so this said that they can now save ten minutes for every request that comes in reason being they don't have to stay keep an eye on things because automatically if they if the SLA is missed or if there is something that missed their attention it gets escalated and they get notified automatically so in a way that they can focus on actually delivering the service to their customers instead of keeping an eye on different things that that need attention because they don't have to pay attention to these things it is automatically taken care of and there are different kind of escalation you can do so let's say you know you are in a business and you have a utility with refund requests as well in that case it could be that the person with who is dealing at the frontline with these kind of requests he may not have that much of authority to deal with these requests and he may have to you know kind of escalate it to the manager so this is one kind of escalation that you can have or it could be skills-based escalation so let's say the request comes in and you particularly don't have this to deal with that and you have to escalate it and then you escalate that ticket to someone else because that person who'd skills to deal with that so these are the installations that you can have in place if you want to try it based on your requirement and you know or there's a you have like a layered kind of escalation so let's say you missed an SLA and then for the first time you escalate it to your team lead to someone who is senior to you and it gets escalator and even during the second time again it misses the SLA and this time you need to escalate it to someone higher so these kind of escalations you can set up in character you need to set up cron tasks because this is what automates the process for you and the escalation process for you again as I mentioned we'll be sharing all the documentation for that so will not get that much detail into how to set up a cron task because if you are an on-demand business or on-demand or hosted help desk on our servers we'll do that for you and if you're on download version then we'll share the instructions with you on how to set it up on your server so all that will be taken care of at the end of the webinar when you when we send you every older recording and the other related documents to you so this is all about escalations what you escalations do they you know you can perform a lot of automated tasks as part of it you can send email notifications suggest letting you focus on actually delivering the service and not bothering about the only others things that you need to take care of and then you can have different types of escalations a hierarchy based or scales based or you know every they are the ones that I mentioned so you can have these kind of things in place so that's all about escalations and I'll quickly walk you through how to show you how it all works in Perico based on the settings so we go to it so this is the admin panel that you are in you will see that this is the SLA option that you have so this is where you can go ahead with your SLA plans if you need to create them so these are all the options that you have so remember I mentioned about sorry I remember I mentioned about setting your team should you you have customizable should use that you can set up in in KOCO so the first to start when we'll set up the teams should you that is for how long do they work nine to five or ten to seven and these kind of things so you have the schedules here by default you will have the default one because when you even when you sign up for a trial or when you set up the help test there will be a default should be present in it you can either modify that or create a new one from here so here you go so you can if you're open 24 hours you then you can select this option because your business is open 24 hours that means the SLA would take for all the 24 hours and you can select the days that you are closed on so if you are if you work Monday through Friday then you can select only these days and weekends off or depending on whichever you current requirement you have and then you have custom option as well as like I mentioned that you if you work 10 to 7 or 9 to 5 and then you have custom option here so you can see so you have 9 to 5 here so you can decide it for different days whichever way you work and then you decide the custom should you here remember this decides for how long your essay SLA should tick and then you so that's done first we did the should you and now we are going to create an SLA plan which will be linked with that should you so we go back to SL A's and plans again there will be a default a silly plan present you can either edit hit or create a new one here and you can go back to plans next there you go so SLA this is how you create the SLA plan so you have the screen and then you add the title for your SLA plan or you can call it premium Ursula brand for your premium custom or normal or high-priority asleep and for all the tickets which come in with higher priority and these kind of things so you can name it here and then you give the timeframe that within which the reply should be made sorry so you decide within which they replied deadline so let's say if for this SLA plan the reply has to be made within two hours and that's how you decide and then similarly you decide the resolution they're looking for the SLA plan that you're going to implement so sorry that's a small mistake here so you have to add a number that is a deadline that you want to set for this SK plan and then remember the shedule that we created so it is based on this should you'll that the SLA would be ticking so if you have a 95 so it will take only 95 and then you add in the criteria remember I talked about the vast set of criteria that you have that you can select from so this ticket this escalation would be implemented only when only for the tickets which are created in ticket Department support and then you can have the next criteria you can have more criteria added so that's the next one ticket status so you use and or or operators here so particular Department support and ticket status open this SLA plan would be implemented and finally you insert the plan next up is how to link in s escalation with the SLA plan that we just created here comes the escalation right below SLA is there is an escalation option there is one present again by default and then you can hit new if you want to create a new one there you go so you could again it's similar you have to give it a name for the escalation plan and then you link it with the SLA plan that we created so for example it needs an SLA plan for which one goes over relation has to trigger so we link it with the SLA plan after which there's the escalation should trigger and again as I mentioned you can go for it as a reply overdue so you can decide whether you want it to trigger when the reply time goes overdue as for the SLA plan or whether when the resolution goes overdue or you want to escalate no matter whether it's the reply or the resolution which goes over with you but you wanted to be escalated when either of them goes over to you so you have these three options so we here we have selected this one and then you have this actions automated tasks that I talked about so you decide if you want to assign it to someone or whether you want to change its flag because it becomes visible so once you add a flag so let's say you add orange flag to all your escalator tickets that means when the ticket when you view the ticket and your ticket views you it's straight up you know that this ticket is escalated because it has had that orange flag added and then you can change ticket priority automatically and then again as I mentioned about orange flag you can add different kinds of flags or tag the ticket with escalator here so there are these are the different things that you can do and then finally you insert the grunt there you go and then you can leave your escalation so that's it yeah you're done with both as Liz and escalations inserting Italian installation plants in the help desk so that's not and then here comes interesting bit remember I talked about analyzing data that we have in place so this is what I was talking about we'll go in detail so once you have all the SLA plans in place what will we do with that data we collect data over time but what do we do this I do with it and how do we make decisions based on that so this is all we are going to talk about here so once you have the data you have the privilege to run it against or compare it against the customer satisfaction so let's say the product that someone purchased from your website was delivered within 12 hours and the customer gave you a very good rating and then even you pairing and then there was this another delivery that you made and it was made it wasn't made within the 24 hours that you promised to the customer and the customer gave you bad writing so when you compare data you can clearly see that correlation that when you miss the promise that you made to the customer the customer gave your bad rating that means this is where you need to work this is the thing that you need to work on because that if you have signed that agreement you have promised an agreement to your customer and you're providing service within that the customer is happy with your service and it is creating value the it is all back to the values that we were talking about creating for the business for the bid for the customer and ultimately for you for your own business so this is the kind of data that you can extract from the SLA Xin but if you have them in place next up a financial impact and this can be quite an important one so let's say you are a service provider and there is a downtime you experience a down time of 2 hours and then in those two hours you missed s la's on 10 tickets and those 10 people that you missed the SLA for they came back asking for compensation that okay because I'm it because you missed the SLA that you signed with them or that you promised them and then the customer says okay I want compensation for that and then you can clearly relate that we missed 10 ticket SLA on asila zone 10 tickets during the downtime that we had and because of that we are paying this much money as part of the compensation so you link these kind of things based on essays that you missed in a slave when did you miss it you missed it during the downtime and if it is happening really often that means you need to work on getting your system stable and you need to make sure that the downtime is kept to the minimum because it is ultimate making you pay a lot because you are paying your customers you're compensating for that financially so you impact the financial impact of missing the essays in this way next up is you know identify ticket type which missus estimate so this can be quite handy isn't let's say you have different kinds of requests or we'll go back to the example of you know an IT department and within internal customers so let's say there are different kinds of tickets coming in there are new joiner requests they are leaver request and there are laptop repair requests and the inventory requests these kind of things so let's say every time there is a new asset requested and the SLA is missed on that ticket now if you have the data in place and you can clearly see it right in graphical form right in front of you that every ticket which is created to which is created to have or request an asset has missed in SLA this means this is something to do with that kind of request which comes in it could be that because you have to deal with external vendor and the vendor takes time you miss an SLA on that ticket it this should make you think that you either need to extend the SLA plan or SLA agreement for that kind of request which comes in or you need to refine the process so these are the things that you can extract if you have the asila data in place and last but not least it helps you to scope workload as well so like I mentioned about missing SL is inferred hit type if you are missing SL is not on a particular ticket type but generally then the pain that means you need to think about the team that you have whether they are missing because of the knockoff pills or whether they are missing cause of the lack of knowledge or whether because they because they have to deal with other people to get information and you need to refine your internal processes as well and if it is because of internal cause that means you need to think about bringing the efficiency so these are all the things that you can run from the tape that you collect from the essays so you can relate it with the customer satisfaction financially empowered and different kinds of requests until she do a work and to talk about the workload that you have so that's pretty much about SLS in control and now I'm going to knock there were three crucial and maybe asking your questions that you might have thank you okay thank you very much Sandeep and I'm now going to begin answering the questions submitted during the webinar as you know we have the limited time here so I'll be picking their common questions and try to answer maximum from the list and you can still submit your questions or doubts and we'll make sure to follow up by email if we could not answer them here so let's start and the first question is for mr. Craig he wants to know if it is possible to pause that apply due time on a particular status for example if you are moving a ticket to an awaiting user reply status you want to pause the SLA time mr. cake it's not possible to pause the SLO time instead you can clear the reply due time on the ticket when you are moving to a particular status you just need to enable a setting for that status and let me show you how you can do it just go to a cats and the statuses here you can select the required status and under the options tab you will see clear ticket reply deadlines when set to this status you just need to enable this option and click on Save button with this when you move any picker to this particular status the reply do time on that ticket will automatically be clear and the next time when you use a replied on that ticket they replied your time start again on that ticket and the next question is from mr. Carrol and let me read his question is there any plan to have the reports respected rules that are set for the sls for example average time for closure includes evenings and weekends while the SLA does not yes colonel as of now the survey reports does not count the total resolution time or faster response time it is certainly in the engineering roadmap and we are working on it and shall be available in the future is where you can exclude the weekends for the total reservation time of first response time reports I hope this answers your questions and next question is from mr. Tom and his question is we need to have a different reply to type our support and sales team is that possible yeah it's a very good question Gary and you can certainly have different as summer plans for different themes you just need to create a different SLA plans by choosing different departments in the criteria let me show you how you can do it just go to SLA in the admin control panel and then go to plans here you will see the new button go to there and under the criteria you just need to select the department for example I am creating this as a repair form the support just give it a title enter the required reply and resolution you get lines and click on insert once it is inserted any ticket created in the support department will have that respective replied you and resolution do time and similarly you can create another SLA plan for another sales team or sales department select the required reply deadlines and reservation deadlines and under that departments list select another department that's it in addition to that you have also option to insert multiple criterias with a different and/or or options for example you want to show different SLA plan for ticket departments sales and particular status in progress you can also choose the ticket prior to your ticket owner as well I hope this also your questions and the next question is if I have different queues on KOCO how can I know how much time each queue have the taken for resolution and affecting SLA and this question is for mr. Manor Savannah you can create get these data from the reports you can create different reports to get the average response time first response time take at resolution time and get that idea how much time it's taking to answer the queries for different departments you can have multiple criterias in the reports for example you can create the reports to get the SLA response time or response time for the sales department for the support department separately and you can also link that queues to Department or tag them with the Paso rules to use rules to split it out for example you can create a seller plan for different departments and tag them with the pastor rules for example under the S email passer rules you have the options of rules you can create a new rule and you have list of various criterias that you can choose the required department and under actions tab you can specify the different actions where you can tag that these requests or add a note of these requests you can identify from where they are coming and the next question is from Sarah and her question is KOCO comes out of the box with us base is pre-configured is the a way to have a list of all countries holidays if not is the way to import a list of them sorry it is certainly possible to have your own holidays in the help desk you just need to go to sls holidays you can create your own holiday with the new button give it a title you can select the holiday date and you can also flag the icon with this holiday and you can also have option to link it with the particle a celebrant for example if you are creating a cellar plan for different countries and the holidays for link to a specific country you can link this holiday to that particular SLA plan and this holiday will be applicable to only for those tickets which are linked to that particular SLA plan and you can also import the holiday back from this import option under SLA section you have the import/export option just to go to there and under there port choose the file which would be XML file and click on the import button alright so I'm sorry to interrupt you shall we are coming down to the end of our hour here so we have time for one more question if that's okay yes sure okay great let me choose the question okay the next question is how to warn the user if the ticket is about to escalate for that's a very good question and we receive this request for many customers and I hope it will help other customers to to know how to one a user or ticket owner before ticket is isolated in this case you need to create two different SLA plans for example if you are total reply due time is for us you can create a 1 SL a plan for three hours and after escalating the ticket with that SLA plan you can notify the ticket honor our department to send a notification that your ticket is about to overdue in one hour and under the actions of that SL apply a special rule you can link another a sell plan let me show you how you can do that while you are creating a escalation rule here you need to select the first SLA plan under which you want to escalate this ticket you can choose either escalation type reply or resolution and you have option here change the ticket SLA plan you can select another plan here when the ticket is aspirated as well plan a you will notify the ticket honor from this notifications tab inside notifications you have options staff owner whether you want to send the notification to staff owner staff team or whole department and the next when the ticket is created another SLA plan be applied and that would be of one half so three plus one it would be totaled apply do all on the ticket would be for us okay Alicia I am done with the question answers okay I can't hear me there we go alright thank you so much that was a great Q&A session thank you all in our audience for those wonderful questions there were a few that we were not able to answer because of time and we will follow up with you afterwards and so that without being said we are out of time and we hope that you found this presentation to be very helpful thank you so much Sundy and Keshava for your expertise in the last hour and that being said feel free to always reach out to us via email at support at koco.com be a live chat on any kayak a web site or of course the cafe Help Center in forums and that being said thank you very much for your time and have a great day everyone you