SLA metrics based on fixed Deadlines

We would like the ability to configure SLA targets based on specific times of day, rather than only a set number of hours from when a case is created.

Use case:

Measure SLA based on the following rule:

• Cases received before 12:00 PM must receive a first response by 5:00 PM the same day.

• Cases received after 12:00 PM must receive a first response by 5:00 PM the next day.

Currently, SLA targets are based on a fixed number of hours, which doesn't support this type of requirement.

Requested functionality:

• Ability to configure SLA rules based on cut-off times and fixed deadlines.

• Ability to track and report on SLA compliance historically, including closed cases.