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SAC 360° - Delay Alert
What is Delay Alert?
The Delay Alert is a feature of SAC 360° that helps the team identify tickets that have exceeded the set deadline for response or resolution.
With this feature, delayed tickets are visually highlighted, making it easier to track pending requests and allowing faster actions to avoid impacts on the customer experience.
How does it work?
The Maximum Time is used to define the acceptable limit for the Waiting Time and/or Service Time of a ticket.
When this limit is exceeded, the system generates a Delay Alert, allowing agents and managers to quickly identify the tickets that need priority attention.
Flagged tickets can be viewed both in the List View as well as in the Kanban View, making it easier to monitor the operational flow of service queues.
In addition, the Maximum Time is also used in the calculations of the indicators and metrics of the SAC 360° Dashboards, enabling monitoring of team performance, the number of delayed tickets, and compliance with established service levels.
List View
Kanban View
Dashboard
Benefits of Delay Alert
Quick identification of pending tickets.
Better control of service deadlines.
Reduction of delays and operational bottlenecks.
More efficient team tracking.
Improvement in the quality and speed of customer service.
Conclusion
The Delay Alert is an essential tool for keeping service tickets under control within the established deadlines. With it, your team can act more proactively, increasing productivity and ensuring a better customer experience.
