Add account in SLA preset
Updated
Now you can add support for the account to the SLA presets. This account can be specified while creating and modifying SLA preset so that user can select multiple accounts that are associated with the preset. SLA preset account helps in recording the performance of agents in relative terms happening in specified business hours between users and agents belonging to respective regions and countries.
Note: Now based on the source account of the message and case preset will be applied in reporting for the calculation of SLA and you need not select preset while creating SLA Reporting. |
Add Account in SLA Preset
Click the New Tab icon
and select Reporting under the Social Core Cloud.
Click Add Widget in the upper right corner.
Select Social Analytics in Type, and enter a name. Select Visualization and add dimensions.
Scroll down to SLA, from the drop-down list, select Add SLA Preset.
In Account section, add accounts. Click Save & Apply.