Objective
Define the inbound phone queue SLA in 8x8 Contact Center.
Applies To
- 8x8 Contact Center
- Configuration Manager for Contact Center
- Phone Queues
- SLA
Procedure
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.
- Log in to Configuration Manager for Contact Center.
- From the left menu, select Queues/Skills.
- Find the inbound phone queue you wish to modify, and select Edit (pencil icon).
- Select the SLA tab.
- Modify the necessary fields.
- Select Save.
Additional Information
For more information, see the Administrator Guide for 8x8 Contact Center.