I have a customer service team who used to be based only in the UK. The new cases created are currently all given the default business hours (set to 08:00-17:30 UK) and default entitlement process, which contains a milestone that is 1140 mins ie. 2x 9.5 hour days (same length as default business hour day - I've realised that for a customer response SLA, the milestone duration needs to be equal or less than the length of the business hours record used on cases for that SLA length, to ensure a milestone doesn’t go to violation <after> a customer SLA was due.)
The customer SLA commitment is first response within 2 working days. The working times offered are 07:00-00 Mon-Thu and 07:00-20:00 Fri; weekends and public holidays are excluded.
The problem is that the team has expanded and reps are now based in 3 locations - UK, Europe and Mexico (with India to possibly be added as well for a subset of cases) and all work slightly different length days. We have web forms and email-to-case and so cases can come in at any time of day as customers are global, with the average hour raised being 13:00 UK. When the first Europe rep/s come online at 07:00 UK, they assign all new cases to the reps across the 3 teams, ie. divide up the number of cases by the number of reps available that day, so that any case from any customer/region could go to any team member.
In my sandbox, I've set up the Business Hours and Holidays for the 3 regions, and I've set up an entitlement with a milestone of 960mins, 2 x 8hour days (8 hours being the shortest working day length out of all the reps, so that a customer SLA can't be breached).
The issue I'm trying to resolve is how to apply the milestone so that as reps come online across the globe (in order: [India, maybe], Eur, UK, Mexico), the Mexico reps coming online later aren't disadvantaged in the time they have available for support and their first response time/case resolution metrics, while still being able to meet the customer response within 2 working days.
If I set the milestone to be added when the case is created (say 08:00 UK on day 1) and it sits unassigned in the queue (using, say, the default business hours to UK 09:00-17:00), the clock has been running for 6 hours when they come online at 15:00 UK, so they're disadvantaged, because they can still work 2 full days in their region (2x 9 hours) on days 1 & 2, respond at 22:00 UK day 2, and meet the customer SLA 08:00 UK day 3.
If I set the milestone to be added once the case has been assigned to a rep, so that the clock would only start running for that rep from the point they can start working on it, the case may have been unassigned for eg. 8 hours and so the "customer SLA clock" is already running, and if I then add the 16-hour milestone, the rep could breach the customer SLA. Eg. case raised 15:00 UK day 1, customer SLA is 15:00 day 3; Mexico rep assigned case 20:00 UK day 1, and milestone added. They now have only 13 hours left in their working days (4 hours day 1 + 9 hours day 2) before 15:00 day 3 (which is when their day starts). But at the end of their day on day 2, the milestone would say they still have 3 hours remaining on the milestone and it would go to violation at 18:00 day 3, which is after the customer SLA.
Also, Mexico have a shorter working day on Fridays so our customer offer is only until 20:00 on Fridays, so is there any way to handle the one shorter day without bringing the milestone down to say 14 hours to allow for this? With a 16 hour milestone, the final few hours could fall over to their next working day on Monday and therefore breach the customer SLA. I can't see anything that would allow for one-off variations.
Does anyone have any experience of this and has anyone implemented an entitlement process / milestone that works for this type of scenario?
2 risposte
Did you get any solution to this @Alex Cottrill? I have a similar situation and need to find a way to deal with it.
