Pr# D#t#rm##nt SL#

To identify the critical level of customer's inquiry which affected how CS handle the tickets

To increase the number of tickets handled

To improve the speed of ticket resolution

To reduce the number of customer inquiries

Reduce the number of agents needed

Increase the number of inquiries received

Clear ticket prioritization and Proper inquiry identification to provide better ticket handling from CS Team

Eliminate the need for customer feedback

TSev 1

TSev 6

TSev 3

TSev 4

The time taken by the customer to respond

The total time taken to resolve a ticket

The time taken to escalate a ticket

The amount of time taken by an agent between updates

Tsev / SLA > Sorting > Update Latency

Sorting > Update Latency

Update Latency > Sorting > Tsev/ SLA

Tsev / SLA > Sorting

To eliminate the need for customer follow-ups

To inform customers of the resolution time

To provide updates on the status of their on-going inquiry

To reduce the number of inquiries

By choosing ticket category

By choosing the Tsev

By choosing tiimeframe

By choosing Problem Issue Ticket

By choosing Tsev > Tick box known SLA > Set timeframe

By choosing Ticket Category > Tick box known SLA > Set timeframe

By choosing Ticket Brand > Tick box known SLA > Set timeframe

By choosing Tick box known SLA > Set timeframe

when product/partner/other teams provides the exact SLA for updates. This can also be used for inquiry that has known SLA in SOP.

1. when you know when is the exact time for resolution or when product / partner / other teams don’t provide the exact SLA for updates or resolution.

1. when you don’t know when is the exact time for resolution or when product / partner / other teams don’t provide the exact SLA for updates or resolution.

1. aimed to accommodate providing updates for customer which are not aligned with previous unknown SLA per TSEV cases.

when product/partner/other teams provides the exact SLA for updates. This can also be used for inquiry that has known SLA in SOP.

1. when you know when is the exact time for resolution or when product / partner / other teams don’t provide the exact SLA for updates or resolution.

1. when you don’t know when is the exact time for resolution or when product / partner / other teams don’t provide the exact SLA for updates or resolution.

1. aimed to accommodate providing updates for customer which are not aligned with previous unknown SLA per TSEV cases.