About Statistics Management

In Statistics Management, you can define thresholds for multiple Service Level Agreements (SLAs). The SLA threshold specifies the number of seconds in which interactions should be answered.

In addition to setting the Service Level threshold, you can specify how you want abandons treated within SLA:

  • Exclude abandons: Calls that are abandoned within the specified abandon threshold are excluded from the SLA calculation. The abandon threshold is a value that you can configure.
  • Count against SLA: Any interaction that abandons within the service threshold time is included in the SLA calculation and counts against the SLA.

Find Statistics Management in the configuration interface under Configuration > Statistics. For more information on creating SLAs and defining these thresholds, see Creating Service Level Agreements (SLAs).

Default CxEngage SLA Thresholds

By default, CxEngage calculates SLA as follows:
Out of all the interactions that entered the queue, the percentage of interactions that started an active conversation with an agent in 20 seconds or less. Abandons that occur in 20 seconds or less are considered short abandons and aren't counted against SLA. Abandons that occur after 20 seconds count as interactions that weren't answered and, therefore, count against SLA.

In other words, the default threshold values are:

  • SLA Threshold: 20
  • SLA Abandon Type: Ignore Abandons
  • Abandon Threshold: 20
  If you don't create any SLAs or don't select an SLA in your tenant settings, these SLA thresholds are your tenant's default values.

Assigning SLAs to Tenants and Queues

After configuring SLAs, you can assign them to your tenant and the queues in your tenant. You can have multiple SLAs, but only one can be selected for your tenant default and each queue can only have one SLA assigned it to it. The same SLA can be assigned to multiple queues.

Interactions are calculated for whether they meet SLA based on the current SLA configuration. If you change any of the SLA properties or thresholds, interactions are calculated for them going forward. The SLA values for past interactions aren't recalculated.

  If you assign an SLA to a queue, the update takes effect for new enqueuements only and not for interactions already in the queue.

Required Permissions

  • To view Statistics Management and the list of SLAs on the tenant one of the default roles (Administrator, Supervisor, or Agent) or a custom role with the CUSTOM_STATS_READ permission.
  • To edit SLAs, you must have the default administrator role or a custom role with the CUSTOM_STATS_UPDATE and CUSTOM_STATS_READ permissions.
  • To create SLAs, you must have the default administrator role or a custom role with the CUSTOM_STATS_CREATE, CUSTOM_STATS_UPDATE, and CUSTOM_STATS_READ permissions.

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