Assigning a Service Level Agreement (SLA) to a Queue or Tenant

In Statistics Management, you can define multiple Service Level Agreement (SLA) thresholds, which you can assign to queues or set as your tenant default. If you don't select a configured SLA for your tenant, CxEngage's default SLA threshold values are used for your tenant's default SLA. If you don't specify a configured SLA for a queue, your tenant's default SLA is used for that queue.

You can use the same SLA for multiple queues, but a queue can have only one SLA assigned to it.

Assigning an SLA to an Existing Tenant

1. Go to Configuration > Tenants.

2. Click the tenant to which you are assigning the configured SLA.

3. From the Default Tenant SLA menu, select the SLA you want to use.

Assigning an SLA to an Existing Queue

1. Go to Flows > Queues.

2. Click the queue to which you are assigning the configured SLA.

3. Click + to add a new version of the queue or click Create a Copy.

4. Add a queue query as needed.

5. From the Queue SLA menu, select the SLA you want to use.

6. Click Create.

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