How to define Inbound Phone Queue SLA
Virtual Contact Center
To define Service Level Agreement for a phone queue:
- From the Configuration Menu, open Queues/Skills
- Find the inbound phone queue you wish to modify, and click the edit icon
- Go to the SLA tab:
4. Click Save. With this step, the queue configuration is complete
The Service Level Agreement (SLA) of a 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, 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.