📊 Set up Service Level Agreement (SLA)
With call center service activated, you can set up and enforce a service level agreement (SLA). This topic describes what is service level agreement and how to set it for your queue.
What is Service Level Agreement (SLA)
Service Level Agreement is a call center performance statistic. It is the goal for how quickly the agent should answer a portion of the customers and makes sure calls are answered within the defined amount of time. Let's assume the goal is to answer 80% of calls within 20 seconds. If the measurement is under then 80% the SLA witnessed will be on under goal percentage.
The Total calls parameter is the total number of calls that the queue received, including calls answered by agents, calls abandoned by callers and missed calls in the queue. SLA = (Number of calls answered within SLA time / Total calls) * 100%
Procedure
- Log in to PBX web portal, go to Call Features > Queue, edit the desired queue.
- Click the Queue Panel Permissions tab.
- In the SLA section, configure the following settings:
| Option | Description |
|---|---|
| SLA Time | The goal time to answer customer calls. |
| Evaluation Interval | The time frame that is set to measure SLA performance against the alarm (Hour) |
| SLA Alarm Threshold | The threshold that signals an SLA alarm when exceeded. |
- Click Save and Apply.