SLA Setting and Business Hour Functionalities

Feature Release Note We are excited to announce the latest enhancements to our SLA Setting and Business Hour functionalities:

SLA Setting:

• View and manage your SLA settings list effortlessly.

• New red alert icon to notify if any used attributes are deleted.

• Enable or disable individual SLA settings.

• Create, edit, duplicate, and delete SLA settings with ease.

• Default trigger set to "When chat is closed."

• Set conditions using "Contact Label," "Channel," and "Business Hour [ON]."

• Configure SLA targets like "Very first message waiting time" and "Resolution Time."

• Sync old SLA data with a toggle.

Business Hour:

• View, edit, and manage system-default and custom business hours.

• Search business hours by name.

• Set working days, hours, and public holidays.

• Automatically move channels to system-default settings if a business hour is deleted.

CX Logs:

• New "SLA" column to indicate if SLAs are met or unmet based on set conditions and business hours.

These updates aim to improve your experience by providing greater control and visibility over SLA and business hour settings.