Hi,
We are implementing ECSC (Employee support ticketing solution - cloud for service) scenario for a customer.
The customer has employees spread out all over the world that are serviced by agents sitting in teams in 5 service centres. Each service centre serves employees of a particular region and country.
Requirement is that - an employee in Spain can create a ticket and it would be routed to the European Service centre to service. Similarly an employee in India can create a ticket that will be routed to the Asian Service Centre.
Now, each service centre have their own operating hours and holiday calendar i.e. there are 5 service levels to be set up - one for each service centre to cater to different operating hours and calendar.
It is required that the correct service level (based on employee's country) and correspondingly SLA dates gets determined, when the ticket gets created or saved for the first time.
Background - The ticket management and handling is done by setting up service centre teams as territories e.g. Payroll Europe, Payroll Asia etc. And there are around 70 queues or territories set up. Ticket routing rules would assign the relevant territory to an incoming ticket based one employee's country and service category. This is as per standard option available.
Issue - For determining service level for a ticket, the possible fields from the ticket that are available are - service category levels, priority, ticket type, source, service organisation. There is no option to determine a service level based on employee's country or to determine service level based on the territory resaponsible for the ticket.
How can correct SLA and service level be determined for different employees based on their location?
Regards
Richa