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.
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:
Add filters by clicking the + icon next to the filter list.
Select SLA filters from the dropdown.
Select the SLA timer by which you would like to filter the cases.
Sorting by Resolution SLA
Sort cases by Resolution SLA to focus on those needing urgent attention:
Select the sorting icon to show the sorting options.
Select the Resolution SLA sorting criteria.
Verify the sorting order (ascending or descending).
Grouping by Resolution SLA
Group cases by their Resolution SLA deadlines to prioritize efforts:
Select the customization icon at the top right corner.
Switch to the list view.
Open the Group by dropdown and select Resolution SLA.
