1. Corporate Accounts User Guide
  2. Corporate Accounts Dashboard Widgets
  3. Service Level Agreement

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.

  • A new SLA status widget should be available in the Dashboard and should be accessible as per user credentials.
  • The Widget should display the SLA status maintained at the process level.
  • The Widget should display only those tasks that have not been handed off to Back Office system.
  • The SLA Status Widget should highlight the tasks that are within SLA (in green), approaching SLA breach (in amber) and that have breached SLA (in red).
  • The Widget should be designed in such a way that the user should be able to view the number of items in each status for all the processes.
  • Widget should have a filter that can be applied as per criteria given below.
  • On selecting the filter option, user should be able to filter by
    • Customer – User can select the customer
    • Branch Code & Name - User can select the Branch Code & Name
    • Process - User can select the Process
    • From Date - The From date defaults as the branch date, user can enter a back date
    • To Date - The To date defaults as the branch date
    • SLA Status - User can select the SLA status from the drop list values –Near Breach, Breached
  • As per the filter criteria, the SLA Status widget will display the details.

Figure 6-10 SLA Status Summery


Description of Figure 6-10 follows
Description of "Figure 6-10 SLA Status Summery"

Table 6-5 SLA Status Summary

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

Parent topic: Corporate Accounts Dashboard Widgets