User guide update: Response and resolution time calculation strategies
Starting with version 7.9 bpm’online service enterprise, customer center and bank customer journey products can work with various deadline calculation strategies for case response and resolution.
The pre-set options enable calculating case deadlines by service or by priority (all service and contact center products), by service in SLA, by service priority in SLA and by priority in support package (bpm’online service enterprise).
Users can now select default calculation strategy and set up contingency plan in case the default strategy cannot be used.
Also, customizable calendars for case deadline calculation will ensure timely response and resolution regardless of the customer’s and helpdesk/contact center time zones.
Read all about the new case functions here:
