Hi,
We would like to see SLAs based on Agent-based groups/queues rather than category or site implemented. What we are looking for is the ability to define scope by group instead of the existing definitions. This would allow us to have say our "Server Team" and all agents in that group have their escalations go to the "Server Team Lead(s)" group and notify those leads or managers of any breaches. This would greatly reduce email fatigue for our agents and enable our team to address incidents associated with them. It would otherwise greatly reduce the total number of SLAs that we have to manage as it would act as a waterfall effect. Currently in order to operate as desired we are looking at 50+ SLAs where it could instead be 16 total SLAs that are independent of other criteria.
