For time sensitive leads, cases and other records it is often expected that certain actions are performed in a timely manner. This can be enforced through the configuration of Service Level Agreements or SLAs in Plauti Assign. These can also be set up to trigger a reassignment if the SLA is missed.

Fundamental SLA Concepts

An SLA (Service Level Agreement) is configured at the Match Group level. When a Match Group (that has an SLA) assigns a record, it will automatically begin a countdown (the length of time as set in the SLA). If the record is updated according to the SLA, then the SLA is deemed to be MET. If the record has not been updated in the time specified in the SLA, it is deemed to be MISSED. Optionally, an SLA may be configured to cause a reassignment of the record if the SLA is MISSED. The criteria you specify that determines whether an SLA is MET or MISSED can be based on any combination of fields (and their values) on the record.

First create an SLA, then link it to one or more Match Groups.

Creating an SLA

If you create an SLA from within a Match Group, it will automatically be linked to that Match Group.

1. In the Match Group that the SLA should apply to, go to tab Service Level Agreements.
2. Click Add . 

Alternatively, create a standalone SLA and link it to a Match Group afterwards.

1. In Plauti Assign, go to Assign Setup.
2. At left, click Service Level Agreements.
3. On the Service Level Agreements Overview page, at right, click New .

General Settings

1. At Name, enter a descriptive Name
2. At Object Type, enter the Object (the same as the MatchGroup the SLA is intended for)
3. At Minutes for SLA Expiration, set the number of minutes before the SLA is deemed MISSED
4. Toggle Reassign if SLA is missed if you wish records to be reassigned to the next available agent/rep if MISSED

Model Criteria

Add one or more criteria that determine when an SLA is MET.

1. At the first rule line, enter a Field, Operator and Value.
   When this value is set on a record, within the minutes for SLA expiration set earlier, the SLA is considered to be MET. 
2. If needed, add more criteria by clicking Add . 
   Set Criteria logic to determine how the different criteria should relate to each other (AND, OR, or a combination).
3. Click Save.

Linking the SLA to a Match Group

If you created the SLA from the ‘Service Level Agreements' subtab on a Match Group, the SLA will automatically be linked there, so you can skip this step, unless you want to re-use the SLA in other Match Groups as well.

To link a Service Level Agreement to a Match Group:

1. Still in Assign Setup, go to Match Groups.
2. Open a Match Group where you want to apply the SLA.
3. On the Match Group page, go to subtab Service Level Agreements.
4. In the ‘Service Level Agreement(s) linked to this Match Group’ section, click Add .
5. In the pop-up, select Link Existing.
6. In the next window, at SLA, search for the SLA you want to link. Select the SLA and click Add .
   The SLA now appears in the SLA overview of the Match Group.
7. To add another SLA to the Match Group, repeat steps 5-7.

Viewing SLA Results

To check whether an SLA was met or missed for individual records:

1. Go to Assign Setup > Match Groups.
2. Open the Match Group that assigned the record.
3. On the Match Group, click tab Match Logs.
4. Find the match log line of the assigned record.
   The SLA Status column indicates the latest SLA status (e.g. ‘SLA Missed’ or ‘SLA Met’). 
   ‘SLA Open’ means that the time set for the SLA has not passed yet.
   ‘No SLA’ means that no SLA was applicable for that record.
5. Click the Match Log entry of the assigned record. 
   The Match Log entry record opens.
6. Scroll down to the ‘Service Level Agreement’ section. Here you'll find more detailed information.
   Count of SLAs: the number of SLAs that applied to this record.
   Count of Open SLAs: the number of SLAs where the set time has not passed yet.
   Count of Missed SLAs: the number of SLAs that were missed.
   SLA Status: the current SLA status. Refresh the page to see the most up-to-date information.
7. Below, at Related Service Level Agreements, you'll find an overview of all SLAs that applied to the record, with information such as the time when each SLA was met, how quickly the SLA was met, etc. Click on an SLA to see its configuration details.

To learn about how you might use standard Salesforce Reports and Dashboards to visualize SLA metrics, see this article.

Managing SLAs

• You can link multiple SLAs to a Match Group, and link an SLA to multiple Match Groups.
• Access SLA records via Assign Setup > Service Level Agreements (menu item at left).
• Click Edit to change the SLA configuration, such as the number of minutes, or reassignment.

Match Groups on the SLA record

On the SLA record, on tab Related Match Groups, find all Match Groups that the SLA is linked to. 

In the action menu at the right of a related Match Group, click Remove Link With SLA to uncouple that Match Group from the SLA.

SLAs on a Match Group record

On a Match Group record, on tab Service Level Agreements, find all SLAs that are linked to that Match Group.

Click Add to link more SLAs to the Match Group.

In the action menu at the right of a linked Service Level Agreement, click Edit to change the configuration of the SLA. Click Remove from Match Group to uncouple the SLA from the Match Group.

Stacking SLAs

Sometimes you want not just one SLA, but a series of two or three SLAs with increasing time-spans or different criteria. In these scenarios simply add more SLAs to a Match Group.

For example:
Level 1 SLA: Status Change Within 5 Minutes - reassignment OFF
Level 2 SLA: Status Change Within 20 Minutes - reassignment ON

Note: if you stack SLAs, be mindful of on which SLA you decide to set the Reassign If SLA Missed checkbox. If you do that for your shortest SLA, it renders the second SLA pointless!

Frequently Asked SLA Questions

What happens at weekends when people are not around to perform the SLA action?
The best way to deal with this is to ensure that all reps have Working Hours specified. This way, assignments will only happen when reps are available and SLA reporting won't be trashed by the weekend!

Can we operate several tiers of SLAs? For example can we have a Level 1 SLA and a Level 2 SLA on the same Match Group?
Yes this is possible. Simply create two SLAs and associate them both with the Match Group. The SLA with the shortest time should not trigger a reassignment, simply because it would render the second SLA pointless.

The SLA has missed but it isn't updating to missed immediately
There is a one-minute job that checks for missed SLAs. This means that technically almost a minute can pass before a MISSED SLA is marked as such.

Can I use the SLA feature without assigning the record?
Yes; in that case use the Operational Mode 'Do Not Reassign' on your MatchGroup. Then add the SLA as normal. As long as the record matches the rules in the MatchGroup, the SLA will kick in and can be reported on.

How do I report SLA metrics?
See this article for example SLA reports.