The Service Window displays SLAs, First Call Back (FCB), Response, OLAs, and UCs for the current call. You can also view linked agreements through the SLM option on the Call Details Explorer.
If there are no agreements applied to the call, the Service Window displays a message to this effect.
If there are agreements applied to the call, each agreement appears in a separate SLM bar. The name of the SLM bar matches the type of agreement. If there are active/closed SLA events on the call, the SLA bar appears. If there are active/closed OLA events on the call, the OLA bar appears. If there are active/closed UC events on the call, the UC bar appears.
To view the name of the linked agreement, hover your cursor over the name of the agreement type displayed in the SLM bar.
To show or hide events for the linked agreement, click the SLM bar. Both active and inactive events configured for the agreement appear.
Once an event is closed, it no longer appears, except if an SLA is closed, in which case the Resolve row will remain visible in the SLA pane. The escalation states for the linked agreement are color-coded to indicate the level of escalation or breach. Escalation states also appear in the Calls Outstanding window and Workload window.
Stopping and Restarting the SLA Clock
Once an agreement is attached to a call, it begins running against a ‘clock’. ASM continually monitors the amount of time the agreement has been in effect and checks if any events are scheduled to occur. An agreement may trigger a number of events such as different types and levels of escalations, and breach. If you have sufficient permissions, you can stop and restart the clock on a particular agreement. This may be required, for instance, if you are waiting on further information from a user and cannot proceed with solving the problem until you get this information.
To stop or start the clock on an agreement, click the Stop Clock icon .
If the Change Reasons dialog box prompts you to specify the reasons for stopping the clock, do so by typing the reasons into the text area. This is so administrators can analyze clock stops to make sure there was sufficient reason for the clock on the agreement to be stopped.
Click OK. This dialog box will be displayed only if your administrator has enabled reasons in system administration.
When you stop the clock on an agreement, the list of events is replaced by a message “Clock Stopped”.
While the clock is stopped, no time will accumulate on the agreement and no escalation or agreement breach events will occur.
To restart agreement events, click the Start Clock icon.
To close an FCB or Response event configured for an SLA linked to the call, click Close FCB or Close Resp. to close all open FCB or Response events. The event is closed immediately. If you click Close FCB, then the Close Resp. link becomes active.
These options also appear on the Add Note window enabling you to close the relevant event when adding a note to a call.
To stop events on agreements, click Service Resumed to immediately close all events on all agreements.
This is useful if the immediate issue has been resolved, but you wish to keep the call open, or the call is awaiting comments from a particular closure group. Agreement events are closed off when a call is closed or resolved (a call may have a status of Open-Resolved if it has been forwarded to a closure group, for example, if closure rules are configured or through an IPK workflow rule). The Service Resumed button only appears if there is an open agreement on the call. Once clicked, it is removed until a new agreement is applied to the call.
Agreement events are closed when the call is closed.
