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SLAs & Alerts

SLAs and Alerts targets establish the acceptable threshold for key performance indicators, such as Average Speed to Answer, Response Service Level, Abandonment Rate, and Transfer Rate, for interactions, including voice calls and chats.

Administrators can access service levels by going to Contact Center AI > PERFORMANCE MANAGEMENT > SLAs & Alerts.
SLAs & Alerts Tab

The following information is displayed:
Information

Service Level

Create a New Service Level

Steps to create a new service level:

  1. Click the + New Service Level button at the upper-right corner.
    New Service Level

  2. On the New Service Level Rule pop-up window, enter a Name and Description for the service rule and click Next.
    New Service Level Rule

    The service level configuration screen is displayed.
    Configuration

  3. Click and select the Queues and Channels from the drop-down menus.
    Queues and Channels

  4. Click + Add triggers and choose a trigger.
    Add Triggers

    Based on your selected trigger, you can choose the following:

    Abandonment rate:
    Abandonment Rate

    Average speed to answer (ASA):
    Average Speed to Answer

    Response Service Level (RSL):
    Response Service Level

    Transfer rate:
    Transfer Rate

  5. Click + Add an action and choose an action.
    Add an Action

    Based on your selected action, you can choose the following:
    Alert:
    Alert

    Email:
    Email

  6. Click Save to create the service level.
    Save Service Level

    A confirmation message is displayed, and the service level is created.

Edit a Service Level

Steps to edit a service level:

  1. Click the Edit button.
    Edit Service Level

  2. Make the necessary changes to the service level and click Save.
    Edit and Save Service Level

    A confirmation message is displayed.

Edit a Service Level Name

Steps to edit a service level name:

  1. Click the Edit button.
    Edit Service Level

  2. Click the Settings icon.
    Settings

  3. Edit the Service Level Name or Description and click Apply.
    Apply Edit

  4. Click Save.
    Revised Service Level Name

    The revised service level name is displayed.

Delete a Service Level

Steps to delete a service level:

  1. Click the Delete button.
    Delete

  2. Click Yes to confirm.
    Delete

  3. A notification is displayed, and the service level is deleted.

General Alerts

Administrators and Supervisors use this flexible alert system to configure and receive alerts for operational metrics and general system events.

Example:

Alerts to be triggered when users perform specific activities like:

  • Exporting the Interaction Details Report
  • Exporting data from the Interaction Dashboard
  • Exporting the Interaction Details Report by Segment

Create a General Alert

Steps to create a new General Alert:

  1. Click + New Alert at the top right corner.
    New Alert

  2. Enter a Name and Description in the pop-up window and click Next.
    Alert Name

    The general alerts page is displayed.
    Alert Config

  3. Click and select the Area of the system.
    System Area

  4. Click and select the trigger.
    Triggers

  5. Select the number of times the system exports data within the selected time interval.
    Interval Times

  6. Click and add Actions. You can add both Alert and Email.
    Actions

  7. Select the Alert type (Critical/Warning) and select the people to whom the alert will be sent.
    Alert Type

  8. Click Save.
    Save Alert

    A notification is displayed, and the alert is created.

Edit a General Alert

Steps to edit a general alert

  1. Click the Edit button.
    Edit Alert

  2. Make the necessary changes to the general alert and click Save.
    Edit and Save Alert

    A confirmation message is displayed.

Edit a General Alert Name

Steps to edit a service level name:

  1. Click the Edit button.
    Edit Alert

  2. Click the Settings icon.
    Alert Settings

  3. Edit the Alert Name or Description and click Apply.
    Apply

  4. Click Save. The revised alert name is displayed.
    Alert Updated

Delete a General Alert

Steps to delete a General Alert:

  1. Click the Delete button.
    Delete Alert

  2. Click Delete.
    Confirm Delete Alert

  3. A confirmation message is displayed, and the alert is deleted.