Set a queue's service level and alert limits
Set the answer target a queue aims for and the limits that raise alerts.
Where to find it
Calls › Queues & SLA › Configure › Thresholds
Open this screen
Steps
- Open Calls › Queues & SLA and press Configure on the queue.
- On Thresholds, change the Queue name if needed.
- Set the target: Answer this share of calls (%) …within this many seconds.
- Set the alert limits for the longest wait, the number of waiting calls and the abandon rate.
- Press Save queue.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Queue name | The queue's (and line's) name. | — |
| Answer this share of calls (%) | The share of calls to answer within the target time. | — |
| …within this many seconds | The target answer time. | — |
| Alert when longest wait exceeds (s) | Raises an alert when a caller has waited longer than this. | — |
| Alert when waiting calls exceed | Raises an alert when more calls than this are waiting. | — |
| Alert when abandon rate exceeds (%) | Raises an alert when more callers than this hang up while waiting. | — |
Troubleshooting
"A queue name is required."
Enter a Queue name.
Tips
- These limits change what is escalated as an alert, not how calls are routed.
Good to know
- Only owners, administrators and managers can configure queues.
Related how-tos
- Queues & SLA Watch calls waiting, the service level and live calls per queue, and configure each queue's targets, hours and routing.
- Set a queue's hours, closed message and holiday calendar Set when a queue is open, what happens when it is closed, and which holiday calendar closes it.
- Set a queue's skill, overflow, ringing and announcements Decide who is offered a queue's calls, where they overflow, how long they ring, and what callers hear before being connected.
- Wallboard Show the desk's live numbers large enough to read across the room: waiting calls, wait time, service level, agents, queues, today's leaderboard and alerts.