Upon installation Timerman creates Custom Properties. These properties are used to display and record the SLA Statuses and times.
Timerman SLA properties:
- First Response Time Limit: The SLA time target set for when the first reply is due.
- First Response Time Tabulated: Total working time until the first response was sent to the customer.
- Minutes Til First Engagement Date: The amount of time until the first engagement was sent to the customer.
- Paused Minutes: The amount of time the ticket/deal spent in stages recognized paused (this is set in your admin panel under "Ticket Stages Settings" and "Deal Stages Settings").
- SLA Reason Missed: This will display a summary of why the ticket/deal missed it's SLA time targets.
- Example: First Response time is greater than 300 mins. Target was set for 10mins.
- SLA Status: This will display Active, Met, or Missed depending on the overall SLA status of the ticket.
- Pipeline: Minutes In Stage - New: The amount of time spent in this stage (a property will be created for each Pipeline/Stage).
- Time To Close Time Limit: The amount of time until the ticket/deal is due to be closed.
- Time To Close Time Tabulated: Total working time until the object was marked as closed.
- Time Target: First Response: This will display Active, Met, or Missed depending on the status of this time target.
- Time Target: Time To Close: This will display Active, Met, or Missed depending on the status of this time target.
- Time Zone Offset: This displays the timezone offset from UTC to the timezone you set in your Timerman Settings.
- Total Minutes: The total amount from the creation of the Ticket/Deal until it entered a stage recognized as closed (this is set in your HubSpot pipeline settings).
- Working Minutes: The total amount of minutes the Ticket/Deal spent in stages recognized working minutes (this is set in your admin panel under "Ticket Stages Settings" and "Deal Stages Settings").
Still have questions? Email us at care@hapily.com