Set up Service Level Agreement (SLA)

Once the call center feature is active, you can attach a Service Level Agreement to any queue. This page explains what an SLA measures and walks you through configuring one.

What an SLA measures

A Service Level Agreement is a performance benchmark for your call center. It sets a shared target for how promptly agents should reach callers, giving the whole team a single objective to work toward.

The measurement is a percentage: the share of calls that agents answer within a time limit you define. Suppose your goal is to answer 80% of calls within 20 seconds. Any period where the result falls under 80% tells the queue manager that the team is trailing the target.

The value is calculated as follows:

SLA = (Number of calls answered within SLA time / Total calls) * 100%

Note

Total calls counts every call the queue received during the period. This includes calls that agents answered, calls that were missed in the queue, and calls that the caller abandoned before an agent picked up.

Configure the SLA for a queue

Each queue carries its own target service level and alarm threshold, which the system re-evaluates at a set interval.

1. Sign in to the PBX (Private Branch Exchange) web portal and go to Call Features > Queue, then open the queue you want to edit.
2. Select the Preferences tab.
3. Locate the Service Level Agreement section and adjust the following settings:
   • SLA Time (s): The longest an agent should take to answer an incoming call, in seconds. A call counts toward the SLA when the caller’s wait is shorter than this value.
   • Evaluation Interval (min): How often the system checks the queue’s actual service level against the alarm threshold, so notification emails go out promptly.
   • Alarm Threshold (%): The minimum service level you expect the queue to maintain.
4. Click Save, then Apply.

Note

Clicking Save stores your changes, but the queue keeps using its previous SLA settings until you click Apply. Always finish with Apply so the new target takes effect.