SLA time

Discussion in '3CX Phone System - General' started by daisy, Aug 15, 2017.

Tags:
Thread Status:
Not open for further replies.
  1. daisy

    Joined:
    Aug 11, 2017
    Messages:
    3
    Likes Received:
    0
    I am not clearly what the SLA time mean int the queue? What is it used for?
     
  2. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

    Joined:
    May 10, 2016
    Messages:
    4,443
    Likes Received:
    282
    Hello @daisy

    SLA means service level agreement. when you set up SLA you will get a notification every time a call is in the queue longer than the specified SLA.
    SLA is used to make sure that your callers are not in the queue longer than the time you have specified.
    For example you declare that all calls within your organisation are answered within 3 minutes. So you set the SLA in the queue for 180 seconds. Once that time is breached the queue manager will receive a notification notifying that a call has breached the SLA.
     
Thread Status:
Not open for further replies.