Service Window
- 23 May 2024
- 7 Minutes to read
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Service Window
- Updated on 23 May 2024
- 7 Minutes to read
- Print
- PDF
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Establish a reliable and efficient service window by clearly defining the Time Zone, Holiday Calendar, and type of Service Window.
Refer to the below screenshot for more clarity.
Figure: Service Window
Time Zone
In this section, you can define the time zone aspect of the Service Window configuration, deciding whether it should follow location-based specific timing or adhere to persona-specific timings. This time zone or time window is critical as it governs the SLA calculations.
How can SLA calculation be done based on Time Zone? Let's understand from the following infographic which covers the conditions.
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Figure: SLA Calculation based on Time Zone
There are two options under Time Zone, let's understand each in detail.
1. Pre-defined Time Zone
This is the time zone that is already available at the system level. SLA calculation will be done based on the selected time zone.
Field Description
This table contains the list of fields and their descriptions that are available under Pre-defined Time Zone segment:
| Field | Description |
|---|---|
| Time Zone | |
| Time Zone Type * | Specify the type of the time zone. (Pre-defined) |
| Time Zone * | Select the desired time zone from drop-down defined in the system. |
2. Based on Persona
This provides the flexibility to configure the Service Window relative to the persona's time zone, rather than being tied to a specific parameter. You can define the service window's time zone based on the persona for the required module and transaction form.
The Persona operation involves Dot-Walking process. It uses dot notation to navigate relationships between items. For more information, refer Dot-Walking.
Refer the below gif to understand persona-based time zone functionality.
Field Description
This table contains the list of fields and their descriptions that are available under Based on Persona Time Zone segment:
| Field | Description |
|---|---|
| Time Zone | |
| Time Zone Type * | Specify the type of the time zone. (Based on Persona) |
| Default Time Zone * | Select the desired Time Zone from the drop-down. The Default Time Zone comes into play when the selected Persona does not have any particular time zone mapped. Let's consider a simple example to understand this functionality.  Here, if the Requestor does not have any particular Time Zone mapped, then the Default Time Zone will be considered.Note This is the default time zone of the service window if the time zone is not selected for this Persona. |
| Module | Select the desired Module from the drop-down. The modules in the drop-down appear based on the Application, Domain, Sub- domain, and Tenant selected. Note Select the Module to choose the related transaction table and persona, based on which you wish to define the time zone. |
| Transaction Form | Select the desired transaction form from the drop-down. The forms are populated based on the Module selected. |
| Persona | Select the desired persona from the drop-down. Note You cannot set up an additional Service Window for the same Time Zone, Module, and Transaction Form for a single Persona.  Note In this drop-down, the User-related fields in the transactional table (which is selected in previous step) will only appear. |
| Location | Indicates that the selected Persona's location will be considered. |
| + | Select + icon to add more rows. |
Holiday Calendar
In this section, you will configure the Holiday Calendar aspect of the service window, deciding whether it should follow a location-specific holiday calendar or a persona-specific holiday calendar to arrive at the SLA calculations.
How can SLA calculation be done based on Holiday Calendar? Let's understand from the following infographic which covers the conditions.
.png?sv=2022-11-02&spr=https&st=2024-11-26T18%3A17%3A58Z&se=2024-11-26T18%3A27%3A58Z&sr=c&sp=r&sig=Cj%2BszW%2FbsKhB1gdnroH%2B7idLBS0ZE%2Bmni25l9Q%2BS5mE%3D)
Figure: SLA calculation based on Holiday Calendar
1. Pre-defined Location
Configure the holiday calendar of a service window based on the pre-defined location which is already available at the system level. You can configure the holiday calendar of a service window based on the required location by selecting the appropriate locations from the dropdown menu. The SLA calculation for the record will be determined according to the holidays defined for this specific location.
Field Description
This table contains the list of fields and their descriptions that are available under Pre-defined Time Zone segment:
| Field | Description |
|---|---|
| Holiday Calendar | |
| Holiday Calendar * | Specify the type of the time zone. (Pre-defined) |
| Location * | Select the desired time zone from the drop-down. Note If the Holiday Calendar isn't already available for the selected Location, you have the option to configure a new one.  |
2. Based on Persona
Configure the Holiday Calendar of Service Window based on persona who are involved in the record. This provides you with the flexibility to configure the service window based on the holiday calendars of different personas, rather than being tied to a specific parameter. You will have the ability to configure holiday calendar based on the module, transaction table, and specific persona involved in that transaction table.
Refer to the below gif to understand persona-based holiday calendar functionality.
Field Description
This table contains the list of fields and their descriptions that are available under Based on Persona Holiday Calendar segment:
| Field | Description |
|---|---|
| Holiday Calendar | |
| Holiday Calendar * | Specify the type of Holiday Calendar. (Based on Persona) |
| Default Location * | Enter the desired location in the search text bar. Note If the Holiday Calendar isn't already available for the selected Location, you have the option to configure a new one.  |
| Module | Select the desired module from the drop-down. The modules in the drop-down appear based on the Application, Domain, Sub- domain, and Tenant selected. Note Select the module to choose the related transaction table and persona, based on which you wish to define the time zone. |
| Transaction Form | Select the desired transaction form from the drop-down. The forms are populated based on the Module selected. |
| Persona | Select the desired persona from the drop-down. Note You cannot set up an additional Service Window for the same Location, Module, and Transaction Form for a single Persona.  Note In this drop-down, the User-related fields in the transactional table (which is selected in previous step) will only appear. |
| Location | Indicates that the selected Persona's location will be considered. |
| + | Select + icon to add more rows. |
Examples
Let's dive deep and understand these example scenarios.
| Persona Condition | Name and Location | SLA Calculation |
|---|---|---|
| Caller's Location | William, USA (Ohio) | William, located in Ohio, observes a regional holiday on July 4th for US Independence Day. The SLA calculation for this record, with a service window of 9 AM to 6 PM, is limited to this timeframe. Applying this SLA to a record by William, created on July 3rd with a 1-day resolution deadline, it won't breach on July 4th due to the regional holiday. Instead, the deadline will be extended to July 5th, aligned with Ohio's (USA) holiday calendar. |
| Analyst's Location | Brian, India (Bengaluru) | Brian, the Analyst is located in Bengaluru, where a regional holiday on November 1st is observed for Kannada Rajyothsava. Within a service window of 9 AM to 6 PM, a scenario arises with a record initiated by William in the EST Time Zone, subsequently assigned to Brian. Applying the SLA window to a record originated by William, with a 1-day resolution deadline set and raised on October 31st, the breach won't occur on November 1st due to the regional holiday. Instead, the breach will happen on November 2nd. This is because the SLA deadline aligns with the holiday calendar of Analyst Brian, following Bengaluru's regional holiday schedule, as designated for the service window. |
Service Window
In this section, you can define the operational time window and the days during which the SLA window is in effect.
There are three options under Service Window, let's understand each in detail.
1. 24/7
Configure the service window which will be active anytime throughout the week. This option will be helpful for cases with P1 conditions or other critical requirements that may need to be addressed 24/7.
Figure: Service Window - Service Window Type 24/7
2. General
Configure a general service window where a specific timeline can be set for all the weekdays throughout the week. Define the particular From and To Time of the overall window, including the break time.
This option will be feasible for businesses where the nature of work timings does not vary through the month and remains constant. In this case, the service window should be defined where all the weeks of the month have a common work timing.
Example: IT Companies where the work timings are fixed (9 AM to 6 PM) from Monday to Friday throughout the month.
Figure: Service Window - Service Window Type General
3. Week Based
Configure a service window where a specific timeline can be set for up to 5 weeks for all the weekdays. Define the particular From and To Time of the overall window, including the break time. This option will be feasible for businesses operating with a varying timeline.
Example:
- Banking organizations or travel agencies where the timeline and working days vary throughout the month. For Banking Organizations, working days are scheduled for alternate Saturdays, specifically the second and fourth Saturdays of each month.
- UAE has a four-and-a-half-day working week. This means that public sector employees work eight hours from Monday to Thursday and then four and a half hours on Fridays. The official off days for federal government workers are Saturdays and Sundays.
Check out the following gif to understand the week-based configuration.
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