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Why does the Queue Dashboard SLAs show all zeros?
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Why does the Queue Dashboard SLAs show all zeros?

Question

When you log into the Virtual Contact Center Agent console, and look at the Business Intelligence 'Queue Dashboard', the SLAs show all zeros.

  1. Log into VCC Agent console as a Supervisor Agent.
  2. Click the waffle icon to the left of Menu > select Business Intelligence.
  3. Hover over the Dashboard icon [looks like a speedometer].
  4. Select 'Queue Dashboard'.
  5. The SLA% and SLA counts shows zeros, '0.00%' or '0'.

Applies To

Virtual Contact Center Agent console, Business Intelligence dashboards.

Answer

The VCC Queue(s) does not have any SLA defined.

Additional Information

For instructions on how to define the Queue SLAs, see the article:
How To Define Inbound Phone Queue Service Level Agreement (SLA)

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