{"id":62823,"date":"2021-03-09T16:51:18","date_gmt":"2021-03-09T16:51:18","guid":{"rendered":"https:\/\/onedesk.com\/software-de-asistencia-tecnica\/software-de-gestion-de-nivel-de-servicio\/"},"modified":"2021-12-15T17:54:28","modified_gmt":"2021-12-15T17:54:28","slug":"software-de-gestion-de-nivel-de-servicio","status":"publish","type":"page","link":"https:\/\/onedesk.com\/es\/software-de-asistencia-tecnica-2\/software-de-gestion-de-nivel-de-servicio\/","title":{"rendered":"Software de gesti\u00f3n de nivel de servicio"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"62823\" class=\"elementor elementor-62823 elementor-47620\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5149fec5 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5149fec5\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e3be44\" data-id=\"e3be44\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5c539a8 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5c539a8\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-fabd569\" data-id=\"fabd569\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d8a44c1 elementor-widget elementor-widget-heading\" data-id=\"d8a44c1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Software de gesti\u00f3n de nivel de servicio<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b18a1e4 elementor-widget elementor-widget-text-editor\" data-id=\"b18a1e4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Los acuerdos de nivel de servicio (SLA) definen tiempos de respuesta o resoluci\u00f3n para los tickets entrantes. El HelpDesk de OneDesk incluye un software intuitivo de administraci\u00f3n de acuerdos de nivel de servicio que le permite cumplir con los tiempos de respuesta objetivo y brindar un mejor servicio a sus clientes o usuarios finales.&nbsp;<span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-bd66c62-font-family ), Sans-serif; font-size: var( --e-global-typography-bd66c62-font-size ); font-weight: var( --e-global-typography-bd66c62-font-weight ); letter-spacing: var( --e-global-typography-bd66c62-letter-spacing ); font-style: inherit;\">Estos son algunos de los beneficios de utilizar acuerdos de nivel de servicio en sus tickets:<\/span><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-08377e0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"08377e0\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-a3636fa\" data-id=\"a3636fa\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5d2bc31 elementor-widget elementor-widget-image\" data-id=\"5d2bc31\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2021\/11\/setting-expectations-1-150x150.png\" class=\"attachment-thumbnail size-thumbnail wp-image-143084\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4619b4d elementor-widget elementor-widget-image\" data-id=\"4619b4d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2021\/11\/clock-80x80-1.png\" class=\"attachment-thumbnail size-thumbnail wp-image-143329\" alt=\"hora\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-a43b3e4\" data-id=\"a43b3e4\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c993f28 elementor-widget elementor-widget-heading\" data-id=\"c993f28\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Establecer expectativas<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a01c443 elementor-widget elementor-widget-text-editor\" data-id=\"a01c443\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Los acuerdos de nivel de servicio definen el nivel de servicio que una empresa brinda a sus clientes. Estos niveles de servicio incluyen el tiempo de respuesta del agente a las solicitudes de los clientes, el tiempo de resoluci\u00f3n y el costo de los servicios.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7aab78e elementor-widget elementor-widget-heading\" data-id=\"7aab78e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Tiempo espec\u00edfico<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-295bc4d elementor-widget elementor-widget-text-editor\" data-id=\"295bc4d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>La mayor\u00eda de los SLA son de tiempo espec\u00edfico, lo que garantiza a los clientes que el servicio prestado est\u00e1 dentro de un l\u00edmite de tiempo. Como resultado, los agentes son consistentes con la resoluci\u00f3n de tickets.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-81872b2\" data-id=\"81872b2\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8cc6955 elementor-widget elementor-widget-image\" data-id=\"8cc6955\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2021\/11\/medal-1-80x80-1.png\" class=\"attachment-thumbnail size-thumbnail wp-image-143340\" alt=\"bullseye\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-37a2346 elementor-widget elementor-widget-image\" data-id=\"37a2346\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2021\/11\/medal-80x80-1.png\" class=\"attachment-thumbnail size-thumbnail wp-image-143318\" alt=\"medalla\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-c0d2321\" data-id=\"c0d2321\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-90e7423 elementor-widget elementor-widget-heading\" data-id=\"90e7423\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Metas de cumplimiento<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a479d7e elementor-widget elementor-widget-text-editor\" data-id=\"a479d7e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Los SLA permiten a los agentes de soporte cumplir con las expectativas de nivel de servicio de un cliente. Al cumplir con esas expectativas, los agentes se vuelven m\u00e1s competentes en el manejo de las solicitudes de los clientes.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a2ad8ea elementor-widget elementor-widget-heading\" data-id=\"a2ad8ea\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Ventaja competitiva<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e7c7e9f elementor-widget elementor-widget-text-editor\" data-id=\"e7c7e9f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>No todos los proveedores de servicios est\u00e1n dispuestos a ofrecer acuerdos de nivel de servicio. Como empresa, puede ofrecer SLA para brindar un mejor servicio a sus clientes.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ea01c11 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ea01c11\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-67805f4\" data-id=\"67805f4\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-827672f elementor-widget elementor-widget-image\" data-id=\"827672f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"814\" height=\"528\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA.png\" class=\"attachment-large size-large wp-image-186411\" alt=\"\" srcset=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA.png 814w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-300x195.png 300w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-768x498.png 768w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-463x300.png 463w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-255x165.png 255w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-123x80.png 123w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-62x40.png 62w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-480x311.png 480w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-500x324.png 500w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-750x486.png 750w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-360x234.png 360w\" sizes=\"(max-width: 814px) 100vw, 814px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-7dfeb36\" data-id=\"7dfeb36\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5f3484d elementor-widget elementor-widget-heading\" data-id=\"5f3484d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Acuerdos de nivel de servicio de OneDesk<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ad9e0d5 elementor-widget elementor-widget-text-editor\" data-id=\"ad9e0d5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Los acuerdos de nivel de <a href=\"https:\/\/onedesk.com\/pt-pt\/videos\/servico-nivel-acordos-slas-in-onedesk\/\">servicio<\/a> del software de gesti\u00f3n de nivel de servicio de OneDesk son f\u00e1ciles de usar. Se pueden crear varios SLA en OneDesk, cada uno dedicado a un tipo de ticket. De forma predeterminada, los SLA est\u00e1n habilitados en los tickets mediante una pol\u00edtica de SLA de muestra.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1fc9292 elementor-widget elementor-widget-heading\" data-id=\"1fc9292\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Cree SLA en OneDesk<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9c38954 elementor-widget elementor-widget-text-editor\" data-id=\"9c38954\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Puede crear o editar SLA abriendo su panel de administraci\u00f3n de OneDesk. Luego, haga clic en &#8220;Ticket&#8221; en la secci\u00f3n de la aplicaci\u00f3n, despl\u00e1cese hacia abajo y haga clic en &#8220;Crear SLA&#8221;. Simplemente nombre el SLA y complete la cuadr\u00edcula de tiempos vs. prioridades de tickets para cada tipo de respuesta.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-68cb616 elementor-widget elementor-widget-heading\" data-id=\"68cb616\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Automatizar SLA<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-21fa8ae elementor-widget elementor-widget-text-editor\" data-id=\"21fa8ae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>En OneDesk, puede aplicar pol\u00edticas de SLA a cada ticket a trav\u00e9s de la automatizaci\u00f3n del flujo de trabajo. La <a href=\"https:\/\/onedesk.com\/es\/videos\/automatizaciones-de-flujo-de-trabajo-en-un-escritorio\/\">funci\u00f3n de automatizaci\u00f3n del flujo de trabajo<\/a> le permite ingresar sus reglas para automatizar el proceso de vincular sus pol\u00edticas de SLA a los tipos de tickets. Esto elimina la necesidad de agregar manualmente pol\u00edticas de SLA a cada tipo de ticket y reduce el trabajo repetitivo para el agente.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ecbb97e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ecbb97e\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-74c6129\" data-id=\"74c6129\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3abf59e elementor-widget elementor-widget-heading\" data-id=\"3abf59e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Notificar pr\u00f3ximas infracciones<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6aeff0d elementor-widget elementor-widget-text-editor\" data-id=\"6aeff0d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Responder a tiempo para entregar el servicio dentro del plazo acordado. Con la automatizaci\u00f3n del flujo de trabajo de OneDesk, puede notificar a los agentes sobre infracciones de SLA.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0f5f48e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0f5f48e\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-14e9553\" data-id=\"14e9553\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ce12a7f elementor-widget elementor-widget-heading\" data-id=\"ce12a7f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Monitoreo de SLA de OneDesk<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f741c5 elementor-widget elementor-widget-text-editor\" data-id=\"9f741c5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Puede monitorear sus SLA a trav\u00e9s de sus vistas en OneDesk. Las vistas le permiten a usted y a los miembros de su equipo <a href=\"https:\/\/onedesk.com\/videos\/creating-custom-views-for-tickets-tasks\/\">personalizar sus vistas<\/a> agregando filtros, dise\u00f1os y grupos. Simplemente puede elegir un dise\u00f1o basado en las 6 vistas est\u00e1ndar en OneDesk. Agregue el filtro &#8220;Incumplimiento de SLA&#8221; o &#8220;SLA y \/ n&#8221; e incluya cualquier otro detalle a trav\u00e9s de grupos o opciones de filtro avanzadas.<\/p>\n<p>Puede crear sus vistas de SLA seleccionando propiedades en el men\u00fa desplegable Grupo.<\/p>\n<ul>\n<li>Estado<\/li>\n<li>Informaci\u00f3n clave<\/li>\n<li>Cesionarios<\/li>\n<li>Seguidores<\/li>\n<li>Solicitantes<\/li>\n<li>Discusiones<\/li>\n<li>fechas<\/li>\n<\/ul>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-3cdb0bc\" data-id=\"3cdb0bc\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3c3e6ec elementor-widget elementor-widget-image\" data-id=\"3c3e6ec\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"735\" height=\"300\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2021\/11\/2020-03-06-23-735x300-1.png\" class=\"attachment-large size-large wp-image-142785\" alt=\"sla monitoring\" srcset=\"https:\/\/onedesk.com\/wp-content\/uploads\/2021\/11\/2020-03-06-23-735x300-1.png 735w, https:\/\/onedesk.com\/wp-content\/uploads\/2021\/11\/2020-03-06-23-735x300-1-300x122.png 300w\" sizes=\"(max-width: 735px) 100vw, 735px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9df7c5b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9df7c5b\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7224061\" data-id=\"7224061\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bec9c30 elementor-widget elementor-widget-text-editor\" data-id=\"bec9c30\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>A continuaci\u00f3n, se muestran algunos ejemplos de vistas de SLA que puede utilizar para supervisar sus SLA:<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2b75a6f elementor-widget elementor-widget-heading\" data-id=\"2b75a6f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Infracciones de SLA<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2ee71ef elementor-widget elementor-widget-text-editor\" data-id=\"2ee71ef\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>La vista Incumplimientos de SLA le permite monitorear los tickets violados. Incluye informaci\u00f3n como el tiempo de incumplimiento, el tiempo de primera respuesta y el tiempo de resoluci\u00f3n. Como espectador, tambi\u00e9n puede controlar sus tickets sin incumplimiento de SLA.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cb3698c elementor-widget elementor-widget-heading\" data-id=\"cb3698c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">SLA por prioridad<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c17bc12 elementor-widget elementor-widget-text-editor\" data-id=\"c17bc12\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Tambi\u00e9n puede crear su SLA por vista de prioridad. Al agregar el filtro SLA y \/ n, puede agregar prioridad en el men\u00fa desplegable &#8220;Grupo&#8221; y ver los SLA seg\u00fan la prioridad. Puede elegir un dise\u00f1o para esta vista con las 6 vistas est\u00e1ndar en OneDesk. Por ejemplo, Tree proporcionar\u00e1 una jerarqu\u00eda de los elementos del ticket. Mientras que los gr\u00e1ficos de Gannt le mostrar\u00e1n su planificaci\u00f3n frente a los datos reales en barras azules y verdes.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e9e44e4 elementor-widget elementor-widget-heading\" data-id=\"e9e44e4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">SLA por cesionarios<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9ba88fc elementor-widget elementor-widget-text-editor\" data-id=\"9ba88fc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Tambi\u00e9n puede personalizar su vista de acuerdo con el SLA de los cesionarios. El SLA de Assignees le proporciona detalles sobre los agentes que est\u00e1n trabajando en tickets con pol\u00edticas de SLA. Puede crear esta vista agregando el filtro SLA y \/ n y luego agrupar la vista seg\u00fan los asignados. Al igual que las otras vistas personalizadas anteriores, tambi\u00e9n puede elegir el tipo de dise\u00f1o m\u00e1s adecuado seg\u00fan su vista.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-efef789 elementor-widget elementor-widget-heading\" data-id=\"efef789\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">SLA por organizaci\u00f3n del cliente<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-466d024 elementor-widget elementor-widget-text-editor\" data-id=\"466d024\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>A trav\u00e9s de Mis vistas, tambi\u00e9n puede crear una vista que muestre los SLA por &#8220;organizaci\u00f3n del cliente&#8221;. En caso de que est\u00e9 tratando con varios clientes comerciales y cada uno tenga sus propias pol\u00edticas de SLA implementadas, simplemente cree el SLA por vista de Organizaci\u00f3n del Cliente. Genere esta vista agregando el filtro SLA y \/ n y luego agrupe la vista seg\u00fan la Organizaci\u00f3n del cliente. Seleccione el mejor dise\u00f1o que mejor se adapte a sus necesidades.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a0e8e4d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"a0e8e4d\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9f22bdc\" data-id=\"9f22bdc\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-204118e elementor-align-center elementor-widget elementor-widget-button\" data-id=\"204118e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-lg\" href=\"https:\/\/onedesk.com\/es\/registrate-gratis\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">\u00a1Reg\u00edstrate gratis!<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0721cfb elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0721cfb\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-900d041\" data-id=\"900d041\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-980981f elementor-widget elementor-widget-heading\" data-id=\"980981f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">M\u00e1s informaci\u00f3n sobre los acuerdos de nivel de servicio en OneDesk:<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-40e4b1c elementor-widget elementor-widget-text-editor\" data-id=\"40e4b1c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/onedesk.com\/pt-pt\/videos\/servico-nivel-acordos-slas-in-onedesk\/\">Video: Acuerdos de nivel de servicio en OneDesk<\/a><br \/><a href=\"https:\/\/onedesk.com\/es\/mejorando-los-tiempos-de-respuesta-de-su-servicio-de-ayuda\/\">Mejorar los tiempos de respuesta de su servicio de asistencia mediante SLA<\/a><br \/><a href=\"https:\/\/onedesk.com\/es\/como-una-empresa-de-software-utiliza-un-escritorio-para-administrar-sus-acuerdos-de-nivel-de-servicio\/\">C\u00f3mo una empresa de software utiliza OneDesk para administrar sus acuerdos de nivel de servicio<\/a><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Software de gesti\u00f3n de nivel de servicio Los acuerdos de nivel de servicio (SLA) definen tiempos de respuesta o resoluci\u00f3n para los tickets entrantes. El HelpDesk de OneDesk incluye un software intuitivo de administraci\u00f3n de acuerdos de nivel de servicio que le permite cumplir con los tiempos de respuesta objetivo y brindar un mejor servicio [&hellip;]<\/p>\n","protected":false},"author":24,"featured_media":0,"parent":61340,"menu_order":2,"comment_status":"closed","ping_status":"closed","template":"","meta":{"tpgb_global_settings":"","_crdt_document":"","inline_featured_image":false,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-62823","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO 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