The SLA (Service Level Agreement) is a service level agreement that specifies the conditions of the service provided, the responsibilities of each of the parties, or the scope of the service offered.
In the case of group settings, the SLA can be configured to establish the maximum time a customer can be waiting to be served.
To set the waiting time limit per group, access from the side panel and click on Edit a Group.
From the SLA option, set the time in minutes and seconds that the user can remain in the waiting queue until being assisted by an agent.
This data will be reflected in the Dashboard, to show the service performance and optimize the customer experience.
