Understand the SLA Status and the Log of Milestones of a Care Case

This article is for the users who have an account role with the “Supervisor” or “Agent” level of access to Care (that is, for Account Admins and the users who have a custom account role with the “Supervisor” or “Agent” permission in Care; see Account Roles).

For general information about a service-level agreement (SLA), see Set Up a Service-level Agreement (SLA) in Care.

Each case that has an SLA policy assigned contain information about the SLA policy, its milestones, and timestamps. This information can help Care agents and supervisors understand the progress of the case and quickly identify what the past, current, and future milestones are and whether the milestones were breached or completed on time.

You can find this information in the case header and on the case property panel.

The case header shows the SLA status of a case.

• For open cases with incomplete milestones, the case header displays the current case milestone and one of the following:

  • Time displayed as a positive number in green - the time remaining to complete the milestone on time (for the milestones that have not passed yet)

    

  • Time displayed as a negative number in red - the time passed since the milestone was breached (for the milestones that already passed but still have not been completed)

    

• For open cases with all milestones completed, the case header shows the last completed milestone and the time it took to complete it:

  • Highlighted in green, if the milestone was completed on time

    

  • Highlighted in red, if the milestone was breached

    

• For closed cases, the case header shows the time spent on resolving a case in total:

  • Highlighted in gray, if the “Total resolution time” milestone is disabled in the SLA policy assigned to the case

    

  • Highlighted in green, if the “Total resolution time” milestone is enabled in the SLA policy assigned to the case and the milestone was completed on time

    

  • Highlighted in red, if the “Total resolution time” milestone is enabled in the SLA policy assigned to the case and the milestone was breached

    

Hover over the milestone time in the case header to bring up the log of the case milestones.

The log shows the status of each case milestone.

• For past milestones, the log shows the time when the milestone was completed:

  • In green, if the milestone was completed on time

  • In red, if the milestone was breached

• For the current milestone:

  • In blue - the time when the milestone is due (for the milestones that have not passed yet)

  • In red - the time when the milestone was due (for the milestones that already passed but still have not been completed)

• For future milestones, the time when the milestone is due

The milestone log is also available on the case property panel.