Define phone queue SLA
Goal
How to define inbound phone queue SLA.
The Service Level Agreement (SLA) of an 8x8 Contact Center queue defines the target performance metrics of the queue. It includes the percentage of interactions processed within a specified time interval. You can set a target service level for each queue via 8x8 Configuration Manager, and periodically evaluate the service level. You can also set up an alert notification to show if the service level falls below the specified threshold.
First Step
From the Configuration Menu, open Queues/Skills.
Second Step
Find the inbound phone queue you wish to modify, and click
Third Step
Go to the SLA tab.
The following table summarizes the options under Queues/Skills > Inbound Phone > SLA:
Step Four
With this step, the queue configuration is complete.