SLAs and Automating State Changes

Matt93
Mega Guru

‎01-22-2025 02:28 AM

Hey HRSD Community,

 

Our resolution SLAs function based on group, state, and priority - a common model/design. A key pain point for the teams using these SLAs is the constant back-and-forth of switching between In Progress and On Hold, essentially starting/pausing the SLA. This has inevitably skewed our true resolution SLA metrics, and is also giving the team a means of manipulating the system so their individual SLA scores are well below the threshold. 

 

I know that automating case states comes with a slew of impacts across various groups, processes, and also system performance. With that, I am curious if any other teams out there have a similar issue and have found a solution for dealign with SLA manipulation and/or automating case states?

 

Thanks as always,

Matt

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Sandeep Rajput
Tera Patron
Tera Patron

‎01-22-2025 02:33 AM

@Matt93 A lot of other organisations too are facing the similar situation where the SLAs are manipulated by the Agents. Unfortunately, automating the states according to SLA duration will not address the core issue as there will be genuine cases where the case needs to in On Hold state. 

 

A strict audit process around such transitions (between In Progress and On Hold states) can ensure that SLAs are no longer manipulated. Some KPIs can also be added on the dashboard to see cases where agents are consistently changing the states between (IP and OH).

Matt93
Mega Guru

‎01-22-2025 06:16 AM

@Sandeep Rajput - makes sense, appreciate the response. In terms of those KPIs, are you using metric reports to evaluate time between state changes, or are there other ways to report on this in your experience?

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Sandeep Rajput
Tera Patron
Tera Patron
In response to Matt93

‎01-22-2025 07:14 AM

@Matt93 To address this, we added a custom field On hold reason to the table, the moment an agent chooses to move the state to on hold, we make the on hold reason field mandatory and ask the agent to put in the reason. We also have a field to measure on hold duration. Both of these measures help the Agent Manager's to assess if it was indeed necessary for an agent to put a case on hold or if it could have been avoided.

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