Set up Service Level Agreement (SLA)

With call center service activated, you can set up service level agreement for a queue. This topic describes what is service level agreement and how to set up service level agreement.

What is Service Level Agreement (SLA)

Service Level Agreement is a call center performance statistic. It is the goal for how quickly the agent should answer a portion of the customers, and makes sure everyone is working to the same objective.

SLA is expressed as the percentage of conversations answered within a pre-defined amount of time. Let us suppose that the goal is to answer 80% of calls within 20 seconds. If the measurement is less than 80%, the manager knows they are below their target Service Level.

The calculated formula of SLA is shown as below:
Note: The Total calls parameter is the total number of calls that the queue received, including calls answered by agents, calls abandoned by callers and missed calls in the queue.
SLA = (Number of calls answered within SLA time / Total calls) * 100%

How to set up Service Level Agreement

You can set a target service level and SLA threshold for each queue, and evaluate the service level periodically.

  1. Log in to PBX web portal, go to Call Features > Queue, edit the desired queue.
  2. Click the Preferences tab.
  3. In the Service Level Agreement section, edit the SLA according to your needs.
    • SLA Time (s): Enter the maximum amount of time (in seconds) that an agent needs to answer an incoming call.

      If a caller waits for a duration of time shorter than the SLA Time, the SLA is met.

    • Evaluation Interval (min): Enter the time interval to compare the queue's SLA performance against the alarm threshold so that the system can send a notification email timely.
    • Alarm Threshold (%): Enter the service level threshold for the queue.
  4. Click Save and Apply.