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OLA
A key feature for good internal performance in service centers is the general, dynamic and real-time view of all levels of operational agreement.
By default, OTRS does not have this vision for the teams, as much as there are reports that can be extracted periodically, however, they need to be manually generated, requiring more time from the management team.
The OLA AddOn helps saving time, because it displays for the agents the deadlines of their queues dynamically, and performs the Operational Level Agreement control established between Attendance Team and Service Center.
Using OLA AddOn
Using OLA AddOn
