Adding a New Service Level Agreement (SLA) Version

If you need to update your Service Level Agreement (SLA) thresholds, you can add a new version to the SLA. By default, when you create a new version, it becomes the active version and any queue or tenant that uses that SLA begins using the updated values. To change the active version, select the version you want to use from the Active Version menu in the SLA details panel.

To create a new version:

  1. Go to Configuration > Statistics.
  2. Click the SLA that you want to which you want to add a version.

    The SLA details panel opens.

  3. Next to Published Versions, click +.

    The Creating New Version window opens.

  4. Enter the SLA details:
    NameDescription
    NameThe SLA version name. This is how the version of the SLA is listed in the Active Version menu.
    DescriptionA description of this version of the SLA.
    SLA Threshold

    The threshold, in seconds, that an interaction must meet to be counted in the Service Level statistic. For example, a value of 20 means that interactions that are answered by an agent within 20 seconds or less are counted as meeting the Service Level.

    SLA Abandon Type

    Select either:

    • Ignore Abandons (Filter Out / Exclude Short Abandons)
      • If selected, abandons that occur within the specified Abandon Threshold are excluded from the SLA calculation.
    • Count Against SLA (Include short abandons against/ in SLA)
      • If selected, abandons are counted against SLA. In other words, abandoned interactions negatively impact the SLA.

    Abandon Threshold

     This field only shows when Ignore Abandons is selected as the SLA Abandons Type. If Count Against SLA is selected, the Abandon Threshold field isn't shown.

    Enter the threshold, in seconds, that an abandoned interaction must meet to be excluded from Service Level statistics. For example, a value of 20 means that abandons that occur in 20 seconds or less are not counted within the calculation of SLA. This value does not have to be the same as the SLA Threshold value.

  5. Click Submit.

You might also be interested in: