Details
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Suggestion
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Resolution: Unresolved
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Description
Problem Definition
The new SLA rendering feature will accumulate partial day SLA run as hour and this can go up to more than 24hr, rather than showing 24hr as 1 day. This is creating confusion to Agents and customers.
For example, with a 24/7 calendar if a ticket is created has been breached for 1 day 26hrs, it is showing -1d 26hr instead of 2d 2h. The current logic is being calculated as below.
- Full day is considered as 0000 - 2400 in a 24/7 calendar.
- If the SLA breached full day from 0000 - 2400 this will be counted as full day and display as -1d.
- If the SLA breached partial day from 0100 - 2400 this will be counted as partial day and will be accumulated in hr and display as -23 h.
- So if we have SLA breached in 2 partial day for example from 0100 - 2400 on both days and one full day 0000 -2400, the SLA time will be displayed as -1d 46h.
Suggestion
Show the SLA as -2d 22h instead of -1d 46h.
Why is this important
With the current display this is creating confusion to Agent and Customer and manual calculation has to be done to find out how many days this has been breached. And also, the hour could go up to more than 24hr which at times this may accumulate to 100 or even 1000 of hours (-1d 500h)