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You use the Work With Terms dialog box to add an
SLA term. To add an SLA term:
- In the Work With Terms dialog box, choose Add..
Result: The Add SLA Term dialog box appears.
- Click the Term Details tab.
Result: The Term Details tab appears.
- In the Term Name field, type a name for the new term.
- Choose the button to the right of the Calendar Name field.
Result: The Work With Calendars dialog box appears.
- From the Work with Calendars dialog box, select a calendar name to set the active hours
for the new SLA.
Note: If you need to create a new calendar, see Working With
Calendars.
- Choose OK.
Result: The Work With Terms dialog box appears.
- In the Description field, type a description for the new SLA term.
- In the Breach Information area, fill in the hours or minutes upon which the SLA term
will be breached.
- From the From drop-down list, select the condition upon which the SLA term will be
breached.
Example: A setting of 3 Hours From Call Open means that the SLA term would be
breached if three hours lapse from the time the call is opened and no resolution to the
call has been made.
- Choose the Add button.
Result: The Add SLA Event dialog box appears.
- Create a schedule for the new SLA term.
Note: If you need help creating a schedule, see Working With
Schedules.
- Click the Conditions tab.
Result: The Conditions tab appears.
- In the Base Entry Condition field, type the initial conditions concerning the call or
problem that should activate the SLA term.
Note: Click on the button to the right of the Base Entry Conditions field to
display a search window with database values available to you. You can select a base entry
condition from this list and choose OK.
- In the Location Entry Condition field, type specific locations pertaining to the current
SLA term.
Note: Click on the button to the right of the Location Entry Condition field
display a list of locations. You can select a location from this list and choose OK.
- In the Exit Condition field, type the conditions that need to be met to close this SLA
term, meaning that no breach shall occur.
Note: Click on the button to the right of the Exit Condition field to display a list
of exit conditions. You can select an exit condition from this list and choose OK.
- Choose Close.
Result: The Work With Terms dialog box appears. The new SLA term appears in this
dialog box.
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