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:

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

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

   The service level configuration screen is displayed.
   

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

4. Click + Add triggers and choose a trigger.
   

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

   Abandonment rate:
   

   Average speed to answer (ASA):
   

   Response Service Level (RSL):
   

   Transfer rate:
   

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

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

   Email:
   

6. 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:

1. Click the Edit button.
   

2. 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:

1. Click the Edit button.
   

2. Click the Settings icon.
   

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

4. Click Save.
   

   The revised service level name is displayed.

Delete a Service Level

Steps to delete a service level:

1. Click the Delete button.
   

2. Click Yes to confirm.
   

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.
   

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

   The general alerts page is displayed.
   

3. Click and select the Area of the system.
   

4. Click and select the trigger.
   

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

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

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

8. Click Save.
   

   A notification is displayed, and the alert is created.

Edit a General Alert

Steps to edit a general alert

1. Click the Edit button.
   

2. 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:

1. Click the Edit button.
   

2. Click the Settings icon.
   

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

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

Delete a General Alert

Steps to delete a General Alert:

1. Click the Delete button.
   

2. Click Delete.
   

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