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.
To define Service Level Agreement for a phone queue:
|SLA Tab Option||Description|
|% of interactions should be processed within||To specify the Service Level Agreement (|
|Evaluate service level every||Choose how frequently Virtual Contact Center compares the queue's performance to the SLA threshold defined for the queue.|
|Send email notification to||Type one or more comma-separated email addresses that should receive email notifications from Virtual Contact Center. The email is sent when the queue's performance level falls below the performance threshold specified for the queue.|
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