This documentation supports the 20.02 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 self-service user can expect from a support agent. The SLA refers to the duration for which an end-user's chat session remains in the chat session queue before being assigned to a live agent.

Administrators define the SLA in the SLA section of the Virtual Chat Administration Console. For example, an administrator might define a target SLA of 10 minutes to indicate that self-service users can expect that their question to a live agent will be accepted in the queue within 10 minutes.

To define an SLA

  1. Under General Settings in the Virtual Chat Administration Console, click SLA's.
     The SLA pane appears.
  2. Type a number (in minutes) in the Target SLA field and click OK.

Note

SLAs affect only the Chat Monitoring & Reporting Console. They are defined and used for reporting purposes only.

 

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