To define Inbound Phone Queue SLA.
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.
- Virtual Contact Center
- Phone Queues
- Log in to VCC Configuration Manager.
- Click Queues/Skills.
- Find the inbound phone queue you wish to modify, and click Edit (pencil icon).
- Go to the SLA tab.
- Modify the necessary fields.
- Click Save.
Definitions are available below: