Unassigned TTO tickets

There’s been a consistent issue with agents not checking for new tickets, and not responding to unassigned and re-opened tickets in a timely fashion. An internal SLA is being implemented across all TTO clients as follows:

INTERNAL SLA FOR UNASSIGNED TICKETS

•  4 HOUR RESPONSE TIME DURING TEAM LEAD HOURS
• 24 HOUR RESPONSE TIME DURING AFTER HOURS

This information can be found at each individual client’s CARE page, under Processes > Customer Callback