Online media support: record time to acknowledge incidents
Online media support: record time to acknowledge incidents
Online media support agents omit acknowledgment timestamps when issues go In Progress, hiding SLA breaches. It writes elapsed acknowledgment time so supervisors detect and enforce SLAs.
Overview
Online media support risks public complaints and advertiser impact when SLA acknowledgments go unrecorded. This workflow captures and records elapsed acknowledgment times at status change, giving supervisors a reliable audit trail so breaches are detected and enforced before issues escalate.
Notable Features
- Calculate elapsed acknowledgment time
- Write duration onto the issue
- Flag incidents missing timestamps