nickharris
commented
6 years ago example use case would be to:
Configuring
- set a Time to First Engagement (TTFE) SLA for tags sometag;someothertag to 1 business day
- set a Time to First Answer(TTFA) SLA for tags sometag;someothertag to 3 business days
different SLA for engagement verse answer allows differentiation from engaging with the user to finally answering the question.
Notification:
- TTFE SLA: if there is no comment or answer within the SLA (e.g 1 business day above) message the user with link to question that is not meeting the SLA.
- TTFA SLA: if there is no answer within the SLA (e.g 3 business days above) message the user with a link to question that is not meeting the SLA.
Q: Are you building out any features for tag based SLA notifications via the bot. An example use case would be a team e.g ibiza wanting to receive notifications when a question has not had a comment (time to first comment) or answer (time to first answer) within a configurable sla window e.g 1 business day.