SLA Breach notification - Can Celonis send the trigger notification to pre-defined emails based on the risk or likelihood of missing an SLA target? Ex. SLA for tickets in XYZ queue is 2 hours. 50 of those tickets have not been assigned and are 1.5 hours old. Avg time to resolve a ticket is 45 min. Can an action flow solve for a proactive notification to operations asking them to act on these tickets before the SLA breach?
Question
SLA breach notification - Can Celonis send the trigger notification to pre-defined emails based on a risk of missing an SLA target?
Absolutely, you would need to define the different rules as you did in your post. For instance you can query the data to see how long a ticket has been in queue. Then you can compare it to a variable that is set (SLA for XYZ). If it is within a certain threshold, say 75% of SLA time, then send a notification. If it's less than 75% do nothing. What you can do it create various different threads based on filtering on queue it's in etc. So that XYZ is set to 1.5 hours, but ABC is set to 75% of a 3 hour SLA.
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