In yet another innovation based on customer inputs, ApnaComplex now supports concept of “Business Hours” (or Working Hours or Society Office Hours). Now, administrators can define business hours in a week for a given category of complaints – for example, gardening staff will work from Monday-Friday 9:00 AM to 5:00 PM, Security staff works 24*7, Accountants work on Saturday and Sunday 9:00 AM to 1:00 PM.
Every Hour Counts!
Now, you can define the escalation paths to use Business Hours than calander days. This means, that a complaint related to gardening will take into account the fact that staff will not be working on Saturday and Sunday and also after 5:00PM before trigerring an escalation to next level. So, a complaint logged on Friday evening, will not get escalated on Sunday morning – and avoids raising a false alarm. Helps you monitor the staff more effectively.
With this enhancement, ApnaComplex now supports defining escalation periods in terms of business hours than days. So, if you want a unattended security complaint to be escalated in 2 business hours – it’s easily possible.
When you redefine the SLAs or re-define the business hours, the complaints that are already raised automatically take into the account of the new hours and get escalated accordingly.
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