How to configure a Service Level (SLA) for reporting.
This article covers the setup required for configuring service levels and best practices.
What is Service Level?
The service level statistic in Insights allows a call centre supervisor to set an acceptable wait time and then report on how many calls took longer to answer than the set time.
For example, a supervisor can set the SLA to 5 minutes, and upon doing so the "Service Level" stat in the queue reports will show the percentage of calls that were answered within 5 minutes.
IMPORTANT: The service level configuration is set on a user level. This means if a supervisor sets the service level to 5 minutes, only that supervisor can see the SLA be 5 minutes.
Other users who want to monitor service level will have to set their own value to report on.
How to setup a Service Level
First head to the "Insights" page on the domain view. Then click on settings.
From here you can set the service level agreement.