Agent Backlog - SL Status

Introduction

This document explains the "SL Status," used to categorize cases in specific buckets based on their state. SL Status is distinct from sl_status, the case status used across the application.

SL Status Categories

The SL Status buckets are mutually exclusive, meaning a case can only belong to one category at a time. The priority of these categories is exactly as listed below:

1. Missed SLA

   • Indicates that the case has exceeded its SLA target.

2. About to Miss SLA (also known as Approaching Response Time or "Need Attention")

   • Triggered when the case is at 80% of its SLA target.

   • Example: If the SLA target is 1 hour, this status is triggered at approximately 48 minutes.

3. Escalated Today

   • Marks cases that have been escalated within the current day.

4. LTE (Likely to Escalate)

   • Indicates cases where LTE is detected.

5. Churn Risk

   • Cases where churn risk is detected.

6. Follow-up Request

   • Identifies cases where follow-up request is detected.

7. New Sentiment

   • Marks cases when a new sentiment is detected.

8. New Customer Reply

   • Indicates cases where a new reply has been received from the customer.

9. Time to Follow Up

   • Triggered when both of the following conditions are met:

     1. The most recent comment is outbound (from the agent).

     2. More than 48 hours have passed since the last comment.

10. New Case

    • Marks newly created cases.

11. Waiting for Agent

    • Indicates cases waiting for an agent's response.

12. Waiting for Customer

    • Marks cases waiting for a customer’s response.

Key Notes

• SL Status vs. sl_status: SL Status is a separate categorization used for SLA management and prioritization, while sl_status refers to the general case status in the application.

• Mutual Exclusivity: A case cannot belong to multiple SL Status buckets simultaneously. The system evaluates the case based on the priority order listed above and assigns it to the highest applicable category.