About Service Level Agreements (SLA)

Using the REST API, you can create, update, and get the Service Level Agreements (SLAs) on your tenant. The SLA threshold is the number of seconds in which interactions should be answered. You can also specify how you want abandons to be treated within SLA:

• ignore-abandons: Calls that are abandoned within the specified abandon threshold are excluded from the SLA calculation. The abandon threshold is value that you can configure.
• count-against-sla: Any interaction that abandons within the service threshold time is included in the SLA calculation and counts against the SLA.

You can create multiple SLAs. You can then set a default tenant SLA and assign SLAs to queues.

Default CxEngage Thresholds

By default, CxEngage calculates SLA as follows:

Out of all the interactions that entered the queue, the percentage of interactions that started an active conversation with an agent in 20 seconds or less. Abandons that occur in 20 seconds or less are considered short abandons and aren't counted. Abandons that occur after 20 seconds count as interactions that weren't answered.

In other words, the default threshold values are:

• slaThreshold: 20
• abandonType: ignore-abandons
• abandonThreshold: 20

Assigning SLAs to Tenants and Queues

After creating SLAs, you can set the defaultSlaId on a tenant and assign an slaId to a new queue version.