Use the Email SLA (Service Level Agreement) Manager to set up time periods in which your organisation works, and by which emails must be processed.  The time starts when the email is received into the CallScripter database, and ends when the email is accessed from the corresponding script.  Note that this is a design feature in that you may receive spam emails that you do not want your agents to enter into the script.

 

The Email SLA manager is accessed from the Campaign Management main menu.  Each email script can only have a single SLA associated with it.  Double click a customer, then the script to access the SLA information for that script.

 

The Service Level Agreement assumes that you have a certain amount of time which can elapse during supported hours, (if this is not the case, you may leave it blank).  For example, if an email arrives in the middle of the night and your organisation works 9am to 5pm, the clock will not start ticking until 9am in the morning, if you have set this as your SLA Start Time.

 

Enter SLA Start and End Times in the format hh:mm.  You can then specify the period in which the email must be processed in days, hours and minutes.  Specify whether or not to include weekends.

 

 

 

To remove an SLA, simply delete the data and save.