Once you’ve created a queue and configured your basic queue settings, the next section you’ll encounter via the General tab in your queue’s configuration panel is Metric Settings. Use this section to configure service-level agreement (SLA) metric settings. A service-level agreement is a contract defining the level of service expected by the service provider related to particular aspects of the service – such as quality, availability, and responsibilities.
Inbound metric settings
Short Abandon Time: If you want the system to count the number of callers who abandon the queue after only waiting for a short time, type a number in this field to define what a short abandon time is. For example, if you enter 30 in this field, the system counts the number of callers who abandon the queue before 30 seconds elapse. The system counts all abandoned calls, but if you enter a value in this field, it will differentiate between calls abandoned after a short time and calls abandoned after a longer time (‘a longer time’ being any time after the short time you indicate here).
SLA Time: Use this field to monitor your call center’s service level times, as measured by the percent of calls answered within your SLA (Service Level Agreement) time. You can enter a time (in seconds) in this field to capture the percentage of calls answered within the indicated time frame. For example, type 30 in this field to monitor the percentage of calls answered within 30 seconds.
The call center industry standard is to answer 80% of calls within 30 seconds.
Short Call Time: Enter a time (in seconds) to identify any call duration you wish to mark as a short call time. For example, if you enter 30, the system will mark calls of 30 seconds or less as a 'short call time.'
Long Call Time: Enter a time (in seconds) to identify any call duration you wish to mark as a long call time. For example, if you enter 30, the system will mark calls of greater than 30 seconds as a 'long call time.'