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Because the clock is usually naive. It runs overnight and through public holidays, so the report shows breaches that never happened — or it pauses on any agent action, hiding ones that did.
An SLA is a response and resolution target attached to a customer's contract, measured against a clock that runs only in agreed hours.
Targets come from the customer's entitlement. The clock respects their business hours and the holiday calendar in Nest, pauses only on a genuine wait on the customer, and escalates at a threshold before the target.
A four-hour resolution target on a customer in another time zone counts their working hours, not yours, so the measurement matches what they experienced.
They will not make an impossible target achievable. A team of three covering two time zones on a four-hour target will breach, and the report says so rather than being requantified.
Entitlement supplies the target, Nest supplies working days, routing supplies the owner, and breach reporting reads what actually happened.
Yes, from their contract; that is the point of holding entitlement.
Yes, and both are reported.
Only into a waiting state with a reason, which is recorded.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.