Managed Contact Center / Reporting & Analytics

SLA Threshold Alerts

You set a service target — an SLA (Service Level Agreement — for example, “answer 80% of calls within 20 seconds”) — see Glossary: SLA — and the system watches it continuously, sending an automatic alert the moment performance drops below that threshold, instead of you discovering the problem from a frustrated customer.

What counts as an SLA target here?

Whatever matters to your business: percentage of calls answered within a target number of seconds, maximum acceptable wait time, or abandonment rate (how many callers hang up before reaching anyone). You define the number; the system tracks it against live call activity.

Who gets notified when we’re at risk of missing it?

You choose — a supervisor, a manager, a whole team channel. The alert can go out the moment the trend starts slipping, giving a supervisor time to step in (for example, by pulling extra agents into a queue) before it turns into a real service failure.

Does this replace watching the wallboard, or work alongside it?

It works alongside it. The Real-Time Wallboard is what you watch; SLA alerts are the safety net for the moments nobody’s watching — end of day, a busy morning, a short-staffed shift.

Can we set different SLA targets for different queues?

Yes. A sales queue and a support queue often have very different expectations — you can set a tighter target where speed matters most and a more relaxed one elsewhere, each tracked and alerted independently.

Is this useful for anything beyond customer experience?

Yes — many service contracts and vendor agreements include their own SLA commitments to your customers. Automatic tracking and alerting gives you a documented, real-time way to prove you’re meeting those commitments, not just a promise on paper.