SLA

SLA is an abbreviation for Service Level Agreement. A Service Level Agreement is a way of defining how well the call centre works for inbound groups by specifying the minimum service level it must deliver.

To create an SLA, you first need to have a Stored SQL Procedure loaded on the SQL Server. Different SQL queries/functions can be defined to measure the information on which you want to base the SLA. You must first define your SQL function, then load in onto the SQL server in Statistics. It will then be saved as a Stored Procedure of Statistics and be given a name (e.g. MI4C_SLA1).

Once your SLA is set up on the SQL server, you can then add it to the CCA.

To add an SLA to the CCA:

1. In the ribbon, click view, then SLAs.
2. In the SLA window, right-click and select new.
3. Enter a name and description.
4. Specify the name of the Stored Procedure upon which you wish to base this SLA.

It is possible to define several SLAs (you just need to define them as separate SQL functions, as described above).

Once you have defined and configured your SLA, a chart is displayed in the SLA window to indicate the results of your SQL function.