SLA Breaching email received even though call was answered

Discussion in 'Windows' started by ahodge7, Sep 19, 2016.

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  1. ahodge7

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    Hello all,

    I've got another issue I've been trying to work through. I just went through our logs and built a time frame based on what was reported, and according to that we're receiving some SLA breach emails after the call has been answered. The SLA time we have is 420 seconds(7 minutes) and the caller opted to use the call back feature about 2 minutes into waiting and was called back 3 minutes after that. 2 minutes into that call, the SLA breach email was received. Anyone else have this issue and/or have a solution to this? Please let me know if any additional information is needed. Thanks!

    - Adam
     
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