This guide is essential for understanding how Service Level Agreements (SLAs) operate within your interaction management system. It outlines how admins set SLAs and corresponding warning notifications, helping users effectively monitor their response times. By familiarizing yourself with the color-coded alerts and the reset mechanism upon receiving messages, you can enhance your responsiveness and prevent SLA breaches.
Tip: SLA's are set by Admin on a Channel/Queue level. They set the amount of time a User is required to reply to a message in. They also set a 'warning percentage' to change the colour of the alert so Users can see when they are approaching their SLA on any given interaction.
NOTE - The SLA resets everytime a contact replies/messages in.
1. As you can see from the below image, each Interaction Users are assigned can have different SLAs. Users can see these at all times, regardless of which Interaction is on screen.
2. When you receive an interaction, the SLA notification bar (Green) will begin to reduce in size as the time ticks down.
3. When you reach the SLA warning level, set by admin, the colour changes to amber. This is to warn you of a pending SLA breach and that you need to reply to the contact.
4. When you have reached the SLA, the bar turns red and the timer starts counting up. You will also see an 'Overdue' warning icon.
