C4C: Service - Service Level Agreement Error/Incorrect Data

[Former Member]

Hello

I have set up a Service Level in C4C, see the attached screen grabs for the set up detail. Essentially, based on priority the following Service Levels are set:

Immediate: 24 hours; Urgent: 48 hours; Normal: 72 hours; Low: 120 hours (see screen grab)

Our operating hours are set at 8:30 -17:30 Monday - Friday (see screen grab)

When I run a report to see which tickets are hitting or missing the SLA I am getting mixed results (some that are within 24 hours returning a 0% SLA Compliance, some that are not within 24 hours returning a 100% SLA Compliance and visa versa).

Can someone please advise me firstly whether I have set this up incorrectly or whether I am looking at the incorrect fields? The report I have run is using a SAP standard data source:

SLA Compliance SEODSRQSLAJ01

Please see screen shots for detail. I have reviewed many guides and support documents but I cannot find the answer to my issue.

Thanks

Jess

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sla-data-issue-sla-detail.png

sla-data-issue.png

[former_member145911 · Accepted solution]

Hi Jessica,

The standard SLA compliance report measures the SLA based on the completion date of a Ticket. In your configuration for the SLA, you have the milestone set as Due Date for Resolution. This is usually before completion. Allow me to give you an example.

Resolution can be when you have provided the customer with a solution. Completion is when you have finished working on the Ticket i.e. when the customer has confirmed that the solution has worked. So in order for you to use the standard SLA compliance report you need to adjust your SLA configuration and have the milestones as Due Date for Completion.

Hope that helps.

Regards,

Jameel

[Former Member · Accepted solution]

Hi Jameel

Many thanks for this response, that seems so logical now I am looking at it with your message in mind!

The way in which we use the system means that resolution date is the time stamp which we measure against.

Is there a key figure I should be adding to measure the resolution date SLA compliance? I had assumed as the SLA configuration allowed resolution due date as the marker that the system would have functionality for reporting against this. Is there a different report I should be using to measure this system function?

Thank you in advance for your continued help.

Jess

[former_member145911 · Accepted solution]

Hi Jessica,

Currently the SLA compliance report has key figures to measure compliance against completion and initial review.

Have a look at the link below which has new functionality that was introduced in 1708.

https://blogs.sap.com/2017/07/25/what-is-new-1708-sap-hybris-cloud-for-customer-sla-enhancements/

In the blog, you will come across how to use Resolution Due instead of Completion Due characteristic but this uses a different datasource.

Regards,

Jameel