SLA Alerts and Email Digest

This page documents the SLA alert system and email notifications for complaints.

Overview

The SLA alert system allows you to:

• Detect complaints approaching their deadline
• Send notifications to agents and supervisors
• Generate periodic digest reports
• Automatically escalate overdue complaints

Architecture

┌─────────────────────────────────────────────────────────────────────────┐
│                        SLA ALERT SYSTEM                                 │
├─────────────────────────────────────────────────────────────────────────┤
│                                                                         │
│  ┌──────────────┐     ┌──────────────┐     ┌──────────────┐            │
│  │   Cron Job   │ --> │  Deadline    │ --> │  Send Email  │            │
│  │   (Daily)    │     │  Detection   │     │              │            │
│  └──────────────┘     └──────────────┘     └──────────────┘            │
│                              │                     │                    │
│                              ▼                     ▼                    │
│                       ┌──────────────┐     ┌──────────────┐            │
│                       │   Automatic  │     │   Coordinator│            │
│                       │   Escalation │     │   Digest     │            │
│                       └──────────────┘     └──────────────┘            │
│                                                                         │
└─────────────────────────────────────────────────────────────────────────┘

Notification Types

Type	Trigger	Recipient
Pre-deadline alert	24h before deadline	Assigned agent
Deadline alert	Day of deadline	Agent + Supervisor
Overdue alert	Deadline passed	Supervisor + Coordinator
Daily digest	Every day at 8am	GRM Coordinator
Weekly digest	Monday 8am	GRM Manager

---

Digest Service (PlainteDigestService)

Features

• Aggregation of statistics by period
• Identification of at-risk complaints
• HTML and text report generation
• Automated sending via cron

Included Statistics

Indicator	Description
Open	Newly created complaints
In progress	Complaints being processed
Resolved	Complaints resolved in the period
Overdue	Complaints exceeding SLA
At risk	Complaints approaching deadline (< 24h)

---

Test Endpoint

Send Digest Manually

POST /api/plaintes/digest/send

Request Body

{
  "type": "daily",
  "email": "coordinator@example.com",
  "periode": "2026-06-11"
}

Response

{
  "success": true,
  "message": "Digest sent to coordinator@example.com",
  "data": {
    "plaintesOuvertes": 15,
    "plaintesEnCours": 45,
    "plaintesResolues": 12,
    "plaintesEnRetard": 3,
    "plaintesARisque": 8
  }
}

---

Configuration

Environment Variables

# Enable notifications
PLAINTES_NOTIFICATIONS_ENABLED=true

# Coordinator emails
PLAINTES_COORDINATOR_EMAILS=coord1@example.com,coord2@example.com

# Digest send times
PLAINTES_DIGEST_DAILY_HOUR=8
PLAINTES_DIGEST_WEEKLY_DAY=1

# Alert thresholds (in hours)
PLAINTES_SLA_ALERT_HOURS=24
PLAINTES_SLA_URGENT_HOURS=6

Configuration in reference.php

'plaintes' => [
    'notifications' => [
        'enabled' => true,
        'digest' => [
            'daily' => true,
            'weekly' => true,
            'monthly' => true,
        ],
        'alerts' => [
            'pre_deadline' => 24,  // hours
            'deadline' => 0,
            'overdue' => -1,
        ],
    ],
    'coordinator_emails' => [
        'coord@example.com',
    ],
],

---

Console Command

Send Digest Manually

php bin/console app:plainte-digest daily
php bin/console app:plainte-digest weekly
php bin/console app:plainte-digest monthly

Check SLA

php bin/console app:plainte-check-sla

This command:

1. Identifies at-risk complaints
2. Sends appropriate alerts
3. Escalates overdue complaints

---

Email Template

Daily Digest Structure

<h2>GRM Report - [DATE]</h2>

<h3>Summary</h3>
<table>
  <tr><td>New complaints</td><td>15</td></tr>
  <tr><td>In progress</td><td>45</td></tr>
  <tr><td>Resolved today</td><td>12</td></tr>
  <tr style="color: red"><td>SLA overdue</td><td>3</td></tr>
</table>

<h3>Urgent Complaints</h3>
<ul>
  <li>PLT-2026-001234 - Payment not received (deadline: tomorrow)</li>
  <li>PLT-2026-001235 - Amount error (overdue: 2 days)</li>
</ul>

<h3>By Category</h3>
...

---

Automatic Escalation

Escalation Rules

Condition	Action
SLA exceeded by 24h	Supervisor notification
SLA exceeded by 48h	Level 2 escalation
SLA exceeded by 72h	Coordinator alert

Workflow

┌──────────────┐     ┌──────────────┐     ┌──────────────┐
│  Overdue     │ --> │   Agent      │ --> │  Escalation  │
│  complaint   │     │   Alert      │     │  Supervisor  │
└──────────────┘     └──────────────┘     └──────────────┘
                                                │
                                                ▼
                                          ┌──────────────┐
                                          │ Coordinator  │
                                          │ Notification │
                                          └──────────────┘

---

SLA Statistics API

Global Statistics

GET /api/plaintes/stats/sla

Response

{
  "success": true,
  "data": {
    "tauxRespectSLA": 92.5,
    "tempsResolutionMoyen": 3.2,
    "plaintesEnRetard": 8,
    "plaintesARisque": 15,
    "parPriorite": {
      "urgente": {"total": 10, "enRetard": 1},
      "haute": {"total": 25, "enRetard": 3},
      "moyenne": {"total": 45, "enRetard": 4},
      "basse": {"total": 20, "enRetard": 0}
    },
    "evolution": [
      {"date": "2026-06-05", "tauxSLA": 91.2},
      {"date": "2026-06-06", "tauxSLA": 92.1},
      {"date": "2026-06-07", "tauxSLA": 92.5}
    ]
  }
}

---

Notification Customization

Per Team

Each team can have its own settings:

{
  "equipe": "Oio Team",
  "notifications": {
    "digestEnabled": true,
    "alertsEnabled": true,
    "escalationEnabled": true,
    "recipients": ["supervisor.oio@example.com"]
  }
}

Per Complaint Category

Sensitive categories (GBV, SEA/SH) have specific rules:

• Reduced SLA deadlines
• Priority notifications
• Immediate escalation to coordinator

---

Best Practices

:::tip Recommendations

1. Monitor digests: Read the daily digest every morning
2. React to alerts: Pre-deadline alerts help avoid delays
3. Analyze trends: Use weekly stats to improve processes
4. Update contacts: Ensure emails are current :::