6.6 Service Level Agreement

This topic provides the information of Service Level Agreement for Corporate Accounts.

Service Level Agreement (SLA) for all the transactions that involves business process. A view has to be provided to track the tasks for that system to have the below capability.

SLA WIDGET

SLA widget should be introduced to display the SLA status of a task as part of the dashboard and the following details:

• Available in the Dashboard and is accessible as per user credentials.
• Displays the SLA status maintained at the process level.
• Displays only those tasks that have not been handed off to Back Office system.
• Highlights the tasks that are within SLA (in green), approaching SLA breach (in amber) and that have breached SLA (in red).
• Able to view the number of items in each status for all the processes.

1. On the screen, apply the filters. For more information on fields, refer to field description table.

   Table 6-6 Filters - Field Description table

   Field	Description
   Customer	Select the customer name.
   Branch Code & Name	Select or specify the branch code and name.
   Process	Select the process for applying filter.
   From Date	Select or specify the from date. By default, the branch date is displayed. User can edit if required.
   To Date	Select or specify the to date. By default, the branch date is displayed. User can specify a back date.
   SLA Status	Select the SLA status from the drop-down list. The options are: Near Breach Breached

2. As per the filter criteria, the SLA Status widget displays the detail.

Figure 6-11 SLA Status Summery

Description of "Figure 6-11 SLA Status Summery"

Table 6-7 SLA Status Summary - Field Description

Field	Description
Status	Displays the SLA status. The possible options are: Not Breached Near Breached Breached
Process Reference Number	Displays the application reference number of the process.
Branch	Displays the origination branch code where the transaction is being processed.
Process Name	Displays the name of the process which is being tracked.
Stage Name	Displays the stage name in the process which is being tracked.
Customer Number	Displays the customer number for which the process is being tracked.
Currency	Displays the currency of the transaction if any.
Amount	Displays the transaction amount if involved.