Service Level

The appropriately authorized supervisor can specify a time period globally, per tenant, or even for each category separately, which determines by when the incoming request should be answered. Example: 72h. The system now supports the agent by colored “chips” whether there is still enough time to answer the request until the service level expires (green), it is already running out (yellow – this threshold is configurable) or whether it is already too late (red).

Next to the colored chip, the time difference until the service level expires is displayed. The number next to the traffic light indicates the exact time until expiration or a percentage value of the remaining service level:

Negative value (green): e.g. -28:04h.
This indicates that there are 28 hours and 4 minutes left to respond to the message.

Negative value (yellow): e.g. -00:12h
There should be a maximum of 12 minutes left to answer this message – so answering this message is more urgent than answering a message marked green.

Positive value (red): +09:48h
This message has already exceeded the scheduled processing time 9 hours and 48 minutes ago and should be processed urgently.

The service level is indicated not only for incoming mails but also for new processes and reactivated mails.