When a ticket is created it gets an SLA based on your system settings.
If the ticket is transferred or the help topic is changed then the SLA can be changed because you have Transient checked.
Otherwise the SLA is the SLA.

Once the SLA has expired, the ticket is over due.

So, the last person who handle the ticket is the one who responsible to the overdue?

Sound doesnt fair enough right?

No.

Tickets being overdue are not tied to any specific Agent.
They are either overdue, or not over due.

So, how can I know performance each agent, I want to know which agent have the most overdue tickets?

I also want to know the performance of respond and service time each agent, so when an agent ask the detail why he/she got terminated because their performance, I can give them the details.

    4 days later

    sang6iru
    I'll be happy to know that too. The intention of SLAs is to know Agent/Team performance, in the case of frequent transfer (avoiding overdue) I suppose we can disable Agent permissions to that kind of modifications

      I'm not sure if it's precisely what you are looking for but I've updated the Reports Plugin to show the agents name under the sub rows for each column (such as overdue).

      Full information on the reports plugin is available here: http://software-mods/reports.html

        15 days later

        thanks scottro , but I'm looking for a free solutions since I'm using this for a non-profit org.
        the plugins you showed just great, i really like that.

          3 months later

          @scottro We purchased your plugin. But never got the plugin. And it looks like your sudobash.net domain has expired. So, I don't think you are getting those emails..

          @wildernesstechie
          @scottro moved his plugins to a new location a couple years ago which is: software-mods
          You can contact him via that site to get the continued support on his 3rd party plugins that you are looking for.
          The ways to contact him are on the bottom of the front page.

          2 years later

          It looks like I had an incorrect understanding of the implementation all along.
          Can someone confirm if SLA time is the time case has taken from open to close and NOT the time it takes us to respond within. ? This means even when an agent responds within the SLA time, the customer can delay in responding back and push the ticket overdue.
          thanks,

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