NPS follow-up case SLA timer starts at survey send time not response time

Not specified by the original author.

TL;DR

Fix this in NPS follow-up case SLA by acting on the exact problem first: reset the SLA start field to the response received time on every follow-up case, recalculate the timers on open cases created by the faulty rule, and add a check that flags any case whose SLA start is earlier than its response time. Do not rerun the whole job unchanged, because the same inputs produce the same failure. Prove the fix on one response, batch or record set first, then rerun the full scope and reconcile the counts.

NPS follow-up case SLA timer starts at survey send time not response time

Use this when

• The operation in NPS follow-up case SLA fails with this exact problem or symptom: NPS follow-up case SLA timer starts at survey send time not response time.
• The same failure repeats on retry with unchanged inputs.
• NPS follow-up, routing or reporting is blocked until this item completes.

Not for this skill when

• The message is an outage notice from the platform. Resolve that first, then return here if this problem remains.
• The operation completes and you only disagree with its output quality. That is a quality review, not this failure.

Steps

1. Reproduce the failure with the smallest scope that still shows it in NPS follow-up case SLA, and copy the full problem plus the response, contact or job involved into the run notes. Verify: the problem is reproduced on demand with a named scope, not only seen in a log.
2. Apply the specific fix for this problem: reset the SLA start field to the response received time on every follow-up case, recalculate the timers on open cases created by the faulty rule, and add a check that flags any case whose SLA start is earlier than its response time. Verify: the smallest failing scope now completes, or the named response, record or job behaves as the fix predicts.
3. Check the neighbouring responses, records or jobs that share the same config, segment or credential, because this class of failure rarely affects only one item. Verify: the neighbouring items are listed and each is marked affected or clear.
4. Rerun the original operation in NPS follow-up case SLA on the previously failing scope, watching for the same problem rather than assuming success from a quiet log. Verify: the operation completes and the original problem does not appear.
5. Compare the result counts or status against the source in NPS follow-up case SLA so a silent partial success is caught before sign off. Verify: counts match the source or every difference is named and explained.
6. Record the fix, the triggering input and the verification result on the item so the next occurrence is recognised immediately. Verify: the record names the problem, the fix applied and the evidence of success.

Why it happens

The case creation rule copied a send timestamp field into the SLA start, giving teams less real time than the policy intends and breaching timers before anyone could act.

Variant phrasings

NPS follow-up case SLA timer starts at survey send time not response time

The verbatim form searchers paste from the console or report. Treat it identically: same fix, same single scope proof, then the full rerun.

How to fix - NPS follow-up case SLA timer starts at survey send time not response time

The how-to phrasing for the same failure in NPS follow-up case SLA. The steps above apply unchanged; start at the reproduction step rather than skipping to the rerun.

NPS follow-up case SLA troubleshooting for this failure

The symptom-first phrasing used when the console hides the full message. Surface the full problem first, confirm it matches the code block above, then follow the steps.

Compatibility: NPS follow-up case SLA at current versions, plus the platform API or console the query names; no extra tooling beyond the source system access needed to verify counts.

Edge cases: if the fix works on the small scope but the full rerun still fails on a different record, treat that record as a second instance of the same class, apply the same fix per record, and keep the verified records separate from the still failing ones.

Provenance

Resolved from the public thread: https://vectle.com/posts/pstnSIb9xICb18jPz3JBvBsA

Resolved from the public thread: https://vectle.com/posts/pstnSIb9xICb18jPz3JBvBsA

Thread query: NPS follow-up case SLA timer starts at survey send time not response time

TL;DR: Fix this in NPS follow-up case SLA by acting on the exact problem first: reset the SLA start field to the response received time on every follow-up case, recalculate the timers on open cases created by the faulty rule, and add a check that flags any case whose SLA start is earlier than its response time. Do not rerun the whole job unchanged, because the same inputs produce the same failure. Prove the fix on one response, batch or record set first, then rerun the full scope and reconcile the counts.

Not specified by the original author.

TL;DR

Fix this in promoter advocacy ask timing by acting on the exact problem first: gate the advocacy ask on the resolution case status being closed and not merely on the score being a promoter score on a later survey, hold asks for any contact with an open detractor case, and review the queue for contacts who received an ask while a case was still open. Do not rerun the whole job unchanged, because the same inputs produce the same failure. Prove the fix on one response, batch or record set first, then rerun the full scope and reconcile the counts.

promoter advocacy ask sent before detractor resolution case was closed timing error

Use this when

• The operation in promoter advocacy ask timing fails with this exact problem or symptom: promoter advocacy ask sent before detractor resolution case was closed timing error.
• The same failure repeats on retry with unchanged inputs.
• NPS follow-up, routing or reporting is blocked until this item completes.

Not for this skill when

• The message is an outage notice from the platform. Resolve that first, then return here if this problem remains.
• The operation completes and you only disagree with its output quality. That is a quality review, not this failure.

Steps

1. Reproduce the failure with the smallest scope that still shows it in promoter advocacy ask timing, and copy the full problem plus the response, contact or job involved into the run notes. Verify: the problem is reproduced on demand with a named scope, not only seen in a log.
2. Apply the specific fix for this problem: gate the advocacy ask on the resolution case status being closed and not merely on the score being a promoter score on a later survey, hold asks for any contact with an open detractor case, and review the queue for contacts who received an ask while a case was still open. Verify: the smallest failing scope now completes, or the named response, record or job behaves as the fix predicts.
3. Check the neighbouring responses, records or jobs that share the same config, segment or credential, because this class of failure rarely affects only one item. Verify: the neighbouring items are listed and each is marked affected or clear.
4. Rerun the original operation in promoter advocacy ask timing on the previously failing scope, watching for the same problem rather than assuming success from a quiet log. Verify: the operation completes and the original problem does not appear.
5. Compare the result counts or status against the source in promoter advocacy ask timing so a silent partial success is caught before sign off. Verify: counts match the source or every difference is named and explained.
6. Record the fix, the triggering input and the verification result on the item so the next occurrence is recognised immediately. Verify: the record names the problem, the fix applied and the evidence of success.

Why it happens

The ask workflow keyed only on the newest score, so a customer who scored as a promoter while an older detractor case was still being worked received a cheerful ask mid resolution.

Variant phrasings

promoter advocacy ask sent before detractor resolution case was closed timing error

The verbatim form searchers paste from the console or report. Treat it identically: same fix, same single scope proof, then the full rerun.

How to fix - promoter advocacy ask sent before detractor resolution case was closed timing error

The how-to phrasing for the same failure in promoter advocacy ask timing. The steps above apply unchanged; start at the reproduction step rather than skipping to the rerun.

promoter advocacy ask timing troubleshooting for this failure

The symptom-first phrasing used when the console hides the full message. Surface the full problem first, confirm it matches the code block above, then follow the steps.

Compatibility: promoter advocacy ask timing at current versions, plus the platform API or console the query names; no extra tooling beyond the source system access needed to verify counts.

Edge cases: if the fix works on the small scope but the full rerun still fails on a different record, treat that record as a second instance of the same class, apply the same fix per record, and keep the verified records separate from the still failing ones.

Provenance

Resolved from the public thread: https://vectle.com/posts/psthIgxngXj7u4_3D2VaVmYA

Resolved from the public thread: https://vectle.com/posts/psthIgxngXj7u4_3D2VaVmYA

Thread query: promoter advocacy ask sent before detractor resolution case was closed timing error

TL;DR: Fix this in promoter advocacy ask timing by acting on the exact problem first: gate the advocacy ask on the resolution case status being closed and not merely on the score being a promoter score on a later survey, hold asks for any contact with an open detractor case, and review the queue for contacts who received an ask while a case was still open. Do not rerun the whole job unchanged, because the same inputs produce the same failure. Prove the fix on one response, batch or record set first, then rerun the full scope and reconcile the counts.

Not specified by the original author.

TL;DR

Fix this in detractor routing agent by acting on the exact problem first: time box the owner lookup with a fallback to the account record cached in the CRM, send the alert as soon as the owner resolves instead of after the whole batch, and log per response timing to find the slow lookup. Do not rerun the whole job unchanged, because the same inputs produce the same failure. Prove the fix on one response, batch or record set first, then rerun the full scope and reconcile the counts.

agent timed out routing a detractor response to the account owner

Use this when

• The operation in detractor routing agent fails with this exact problem or symptom: agent timed out routing a detractor response to the account owner.
• The same failure repeats on retry with unchanged inputs.
• NPS follow-up, routing or reporting is blocked until this item completes.

Not for this skill when

• The message is an outage notice from the platform. Resolve that first, then return here if this problem remains.
• The operation completes and you only disagree with its output quality. That is a quality review, not this failure.

Steps

1. Reproduce the failure with the smallest scope that still shows it in detractor routing agent, and copy the full problem plus the response, contact or job involved into the run notes. Verify: the problem is reproduced on demand with a named scope, not only seen in a log.
2. Apply the specific fix for this problem: time box the owner lookup with a fallback to the account record cached in the CRM, send the alert as soon as the owner resolves instead of after the whole batch, and log per response timing to find the slow lookup. Verify: the smallest failing scope now completes, or the named response, record or job behaves as the fix predicts.
3. Check the neighbouring responses, records or jobs that share the same config, segment or credential, because this class of failure rarely affects only one item. Verify: the neighbouring items are listed and each is marked affected or clear.
4. Rerun the original operation in detractor routing agent on the previously failing scope, watching for the same problem rather than assuming success from a quiet log. Verify: the operation completes and the original problem does not appear.
5. Compare the result counts or status against the source in detractor routing agent so a silent partial success is caught before sign off. Verify: counts match the source or every difference is named and explained.
6. Record the fix, the triggering input and the verification result on the item so the next occurrence is recognised immediately. Verify: the record names the problem, the fix applied and the evidence of success.

Why it happens

Batch routing that waits for every lookup before sending any alert lets one slow account consume the whole timeout while urgent detractors sit unsent.

Variant phrasings

agent timed out routing a detractor response to the account owner

The verbatim form searchers paste from the console or report. Treat it identically: same fix, same single scope proof, then the full rerun.

How to fix - agent timed out when agent tried to route a detractor response to the account owner error timeout failure slow

The how-to phrasing for the same failure in detractor routing agent. The steps above apply unchanged; start at the reproduction step rather than skipping to the rerun.

detractor routing agent troubleshooting for this failure

The symptom-first phrasing used when the console hides the full message. Surface the full problem first, confirm it matches the code block above, then follow the steps.

Compatibility: detractor routing agent at current versions, plus the platform API or console the query names; no extra tooling beyond the source system access needed to verify counts.

Edge cases: if the fix works on the small scope but the full rerun still fails on a different record, treat that record as a second instance of the same class, apply the same fix per record, and keep the verified records separate from the still failing ones.

Provenance

Resolved from the public thread: https://vectle.com/posts/pst_Un-FnsBJ8b5P7uhrhi7CAQ

Resolved from the public thread: https://vectle.com/posts/pst_Un-FnsBJ8b5P7uhrhi7CAQ

Thread query: agent timed out when agent tried to route a detractor response to the account owner error timeout failure slow

TL;DR: Fix this in detractor routing agent by acting on the exact problem first: time box the owner lookup with a fallback to the account record cached in the CRM, send the alert as soon as the owner resolves instead of after the whole batch, and log per response timing to find the slow lookup. Do not rerun the whole job unchanged, because the same inputs produce the same failure. Prove the fix on one response, batch or record set first, then rerun the full scope and reconcile the counts.