An SLA (Service Level Agreement) is an agreement that specifies the terms of the service provided, the responsibilities of each party, and the scope of the service offered.
When configuring groups, you can set the SLA to specify the maximum amount of time a customer can wait to be assisted.
To set the wait time limit for a group, go to the side panel and click “Edit Group.”
Under the “SLA” option, you can set the time in minutes and seconds that a user can remain in the queue before being assisted by an agent.
This information will be displayed on the Dashboard to show service performance and optimize the customer experience.
