This documentation supports the 21.3 and consecutive patch versions 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 support agent.

As an administrator, you can define the SLA and configure browser notifications for agents that are displayed before and after the SLA is breached.

For example, an administrator might define a target SLA of 10 minutes and can configure the browser notification to be displayed 5 minutes before the SLA is breached and immediately after the SLA is breached. 

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.

Related topics

Configuring-the-support-agent-settings

Receiving-notifications-for-incoming-chats-or-messages

 

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