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Case SLAs in Torq: Track Deadlines
Case SLAs in Torq: Track Deadlines

Learn about SLA tracking with Torq to ensure timely case resolution.

Updated over a week ago

In the fast-paced world of case management, timely resolution is crucial. With Torq, you can stay ahead with efficient SLA (Service Level Agreement) tracking. This guide will walk you through everything you need to know to ensure no SLAs are breached, and all cases are managed within the time limits.

Understanding SLA Types

  • Resolution SLA is the default timer set upon case creation, tracking the duration until resolution or closure.

  • Additional SLA timers can be set for cases to track additional durations and deadlines.

Viewing the Case SLAs

The primary SLA timer is at the top left of the case entry. Hover over it to reveal a detailed list of all the case SLAs.

Hover over the lead SLA to view the list of all the case timers

Interpreting SLA Ranges

Visual indicators provide a quick glimpse into a case's SLA status. Here’s how to interpret them:
SLA time passed reflects the portion of the defined SLA already consumed.

Range

SLA time passed

Visual representation

No SLA target

Absolute elapsed time

Black or white based on the session theme (light or dark).

Started

0-40%

Running

40-60%, 60-80%, 80-90%

Black or white based on the session theme (light or dark).

Approaching SLA

90-100%

Black or white based on the session theme (light or dark) and blinking.

Breached

>100%

Closed/resolved

0-100%, and status is Closed/Resolved

Filtering by SLA

Beyond the Resolution SLA filter available by default, you can customize your view with additional SLA filters:

  1. Add filters by clicking the + icon next to the filter list.

  2. Select SLA filters from the dropdown.

  3. Select the SLA timer by which you would like to filter the cases.

Add custom SLA filters

Sorting by Resolution SLA

Sort cases by Resolution SLA to focus on those needing urgent attention:

  1. Select the sorting icon to show the sorting options.

  2. Select the Resolution SLA sorting criteria.

  3. Verify the sorting order (ascending or descending).

Sort cases by SLA time

Grouping by Resolution SLA

Group cases by their Resolution SLA deadlines to prioritize efforts:

  1. Select the customization icon at the top right corner.

  2. Switch to the list view.

  3. Open the Group by dropdown and select Resolution SLA.

Switch to the list view to group cases by SLA time

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