Question

SLA exclude during Lunch breaks

  • 22 March 2022
  • 3 replies
  • 44 views

Userlevel 3
Badge +6

Hello, is there a way to exclude lunch break for response / resolution time?


3 replies

Userlevel 2
Badge +2

Hello @raymondcanilao 


This is currently not possible to pause SLA time during the Lunch hours. However, we’ll check the feasibility of the request and consider adding this in our roadmap of features.  You can always share similar ideas in this Page : https://community.freshworks.com/ideas 

Userlevel 7
Badge +9

Hello, is there a way to exclude lunch break for response / resolution time?

Hi @raymondcanilao I understand the logic of this need but I’d be careful of aligning SLA targets and their measurement to the service provider rather than the service receiver. It sounds heartless, because we all need to eat and potentially rest a little, but when thinking “in the end-user’s shoes” “stopping the clock” for lunch sits poorly against their need to be productive again ASAP.

It’s just one school of thought rather than an absolute “best practice” that also needs to be balanced against the lost productivity caused by tickets being passed between resolvers. 

Userlevel 7
Badge +9

Hello, is there a way to exclude lunch break for response / resolution time?

Hi @raymondcanilao I understand the logic of this need but I’d be careful of aligning SLA targets and their measurement to the service provider rather than the service receiver. It sounds heartless, because we all need to eat and potentially rest a little, but when thinking “in the end-user’s shoes” “stopping the clock” for lunch sits poorly against their need to be productive again ASAP.

It’s just one school of thought rather than an absolute “best practice” that also needs to be balanced against the lost productivity caused by tickets being passed between resolvers. 

I should have continued that building in real-world availability to the SLA targets might be a better option than “stopping the clock.”

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