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Question

 Suresh p (Suresh4347)
Sunera Technologies
Suresh p
Sunera Technologies
US
Suresh4347 Member since 2017 81 posts
Sunera Technologies
Posted: Jan 20, 2017
Last activity: Jan 23, 2017
Posted: 20 Jan 2017 21:25 EST
Last activity: 23 Jan 2017 8:24 EST
Closed

Assistance with case related to SLA

In call center CSR is started working on some work object.. He is having having an Goal time 1 Hour… Client is called for some complaint..but CSR asked for some required documents afer 10 minutes ...so client has taken the time four hours to send the required documents ...so up to that he has to stop the SLA..How can we achieve this..the CSR should continue from where he stopped the process..once he received the all the details

***Moderator Edit: Vidyaranjan| Updated Categories***

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Case Management
Reporting

Posted: 7 years ago
Posted: 22 Jan 2017 21:42 EST
Ashutosh Arya (Aryaa)
PEGA
Senior Manager, Technical Support - Runtime Engine and Search
Pegasystems Inc.
AU

Please refer below links:

https://collaborate.pega.com/question/start-stop-sla

https://collaborate.pega.com/question/stopping-sla

https://collaborate.pega.com/question/it-possible-stop-time-sla-and-then-resume-it

https://collaborate.pega.com/question/stop-sla-time-period

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