This documentation supports the 25.1 version of Live Chat.To view an earlier version, select the version from the Product version menu.

Defining service level agreements

Service level agreements (SLAs) dictate the level of service a live chat user can expect from a support agent. The SLA refers to the maximum duration for which a chat remains in the chat queue or a session before being addressed by the support agent.

A warning SLA can also be defined for the queue and session times. This alerts the support agents before the actual SLA is breached. 

For example, an administrator can define a target queue time breach SLA of 10 minutes and a queue time warning SLA of 6 minutes and configure the colors for the warning and breach SLA. On breaching, the SLA color in Monitoring Dashboard changes.

Related topics

To define the SLAs

  1. Under General Settings in the Live Chat Administration Console, click SLA's.
    The SLA window is displayed.
  2. In Target SLA in Minutes, specify the time.
  3. Specify the Breach SLA Color and Warning SLA Color and click Ok.

SLA_view.png

The following table gives more details about the fields in the SLA window:

Fields

Description

Queue Time Breach SLA

Serves as a commitment to the users by setting the maximum wait time for their chat to be assigned to a support agent.

Queue Time Warning SLA

Alerts the support agents before the actual queue time SLA is breached and helps quickly assign the chat.

Session Time Breach SLA

Serves as a commitment from the support agent's side by setting the maximum duration they can take to answer and resolve the user query.

Session Time Warning SLA

Alerts the support agents before the actual session time SLA is breached.

Breach SLA Color

Setting the color for the SLA helps support agents easily differentiate the SLAs on the Monitoring Dashboard.

Warning SLA Color

 

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