Topic escalation based on SLA?
Some other customer support management systems have built in functionality for SLAs (service level agreement). For example, suppose that you have a standard support level and a premium support level. For standard support, you are expected to reply to the client within 12 business hours. For premium support, you are expected to reply to the client within 4 business hours. The system should include at least the following features:
- automatic escalation (e.g. notification and/or topic assignment) based on the defined schedule - if the topic does not have a reply from an agent within the allotted time, then send an email to the supervisor and/or assign the topic to the supervisor
- reporting - a report or API that includes the elapsed response time for each topic
I can imagine this functionality being implemented as separate forums. In the "Standard" forum, we enter the desired schedule and escalation logic. We then grant specific users access to that forum. In the "Premium" forum, we enter that specific schedule and escalation logic, then grant specific users access to that forum.
Alternatively, it could be done by user. Perhaps we could define different SLAs in the Setup module, then assign users to each SLA.
is it possible to accomplish anything like this currently? I am wondering if there is some combination of UserEcho webhooks and Microsoft Flow (or Zapier, IFTTT, ...). The topic.created webhook could start the wait cycle (e.g. Microsoft Flow Do Until), then, if the topic is replied to by an agent within the allotted time, the wait cycle ends; otherwise, it sends an email. Perhaps it could use the UserEcho API to periodically check the topic for new comments?
What about the reporting issue? Is there a way to compute the average response time across topics (either per forum, or per user)?