Posted: 13 Dec 2016 22:41 EST Last activity: 14 Dec 2016 8:44 EST
Stage Level SLA - Agent process Goal and Deadline at the same time regardless of the defined time intervals
We have defined stage level SLAs. Fo rtesting in SLA we defined Goal - 8 minutes, Deadline - 15 mins. In development server this SLA is processed by agent as expected. Example if stage is reached at 8:00AM then Goal will be reached at 8:08AM and Deadline 8:15AM.
But once we move code to QA and Pre-Prod environments these SLAs acts differently. For example if stage reached at 10:00AM Goal should be reached by 10:08AM and Deadline by 10:15AM. But in both the environments Agent wont pick the case untill 15-20 minutes passed after reaching the stage. Then it process the case and applies Goal and Deadline at the same time.
Some cases are processed properly but most encounter mentioned issue. Appreciate if someone can help to figureout this issue. Thank you.
Have you looked at the queue item created in QA to confirm it has the correct time? Was the work object locked when the agent initially tried to process it? Is there a backlog of queue items that the agent is not able to process all of them on time?