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How to define TAT for escalation of cases?

Converge has SLA system in which we can define a certain TAT based on which the manager will get a notification alert in case of delay in first response or no response to customer.

TAT can be defined in URVA Connect app in following steps:

  1. From Navigation Menu, go to Configuration.
  2. Under Configuration, click  on URVA Connect Chat.
  3. Go to TAT tab.
  4. Enter Scheme name.
  5. Then select TAT Type like First Response or Response not sent.
  6. Define time in minutes. for example:- Set 10 minutes as TAT and alert will be sent within TAT time.