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.
The following information is displayed:
Service Level¶
Create a New Service Level¶
Steps to create a new service level:
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Click the + New Service Level button at the upper-right corner.
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On the New Service Level Rule pop-up window, enter a Name and Description for the service rule and click Next.
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Click and select the Queues and Channels from the drop-down menus.
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Click + Add triggers and choose a trigger.
Based on your selected trigger, you can choose the following:
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Click + Add an action and choose an action.
Based on your selected action, you can choose the following:
Alert:
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Click Save to create the service level.
A confirmation message is displayed, and the service level is created.
Edit a Service Level¶
Steps to edit a service level:
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Make the necessary changes to the service level and click Save.
A confirmation message is displayed.
Edit a Service Level Name¶
Steps to edit a service level name:
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The revised service level name is displayed.
Delete a Service Level¶
Steps to delete a service level:
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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:
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Enter a Name and Description in the pop-up window and click Next.
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Select the number of times the system exports data within the selected time interval.
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Select the Alert type (Critical/Warning) and select the people to whom the alert will be sent.
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A notification is displayed, and the alert is created.
Edit a General Alert¶
Steps to edit a general alert
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Make the necessary changes to the general alert and click Save.
A confirmation message is displayed.
Edit a General Alert Name¶
Steps to edit a service level name:
Delete a General Alert¶
Steps to delete a General Alert: