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Understanding SLAs and Queues

This article will show you the basics of SLAs and Queues and how these are used to assign interactions.

๐Ÿ—๏ธ Assignation looks at three factors, in order:
ยท SLA (Service Level)
ยท Queue Position
ยท Score (Minutes Customer waiting or Minutes on Queue)

Here are some scenarios to take you through how it all works.

Scenario 1:

๐Ÿ’ก SLAs are set in order High, Medium and Low. There are 2 queues (in order) Queue 1 and Queue 2.

Interaction 1
SLA: High
Queue: Queue 1
Minutes Customer Waiting (the time since the customer last had a response): Is 1 Hour

Interaction 2
SLA: High
Queue: Queue 1
Minutes Customer Waiting (the time since the customer last had a response): Is 40 minutes

 ๐Ÿ—๏ธ As both of the two first factors in the assignation match, the deciding element is Minutes Customer Waiting and because Interaction 1 has been waiting for the longest, this one will be assigned first.

Scenario 2:

๐Ÿ’ก SLAs are set in order High, Medium and Low. There are 2 queues (in order) Queue 1 and Queue 2.

Interaction 3
SLA: Medium
Queue: Queue 1
Minutes Customer Waiting (the time since the customer last had a response): Is 4 hours

Interaction 4
SLA: High
Queue: Queue 2
Minutes Customer Waiting (the time since the customer last had a response): Is 2 hours

 ๐Ÿ—๏ธ As the first check is completed on SLA and Interaction 4 has the higher SLA, this interaction will be assigned first.

Scenario 3:

๐Ÿ’ก SLAs are set in order High, Medium and Low. There are 2 queues (in order) Queue 1 and Queue 2.

Interaction 5
SLA: Low
Queue: Queue 1
Minutes Customer Waiting (the time since the customer last had a response): Is 10 minutes

Interaction 6
SLA: Low
Queue: Queue 2
Minutes Customer Waiting (the time since the customer last had a response): Is 10 minutes

ย ๐Ÿ—๏ธ First, the SLA is checked for both interactions, both 5 & 6 have the SLA of Low so assignation then moves onto the Queue Position check. As Interaction 5 is in Queue 1, which is in the higher queue โ€“ Interaction 5 is assigned first.

Scenario 4:

๐Ÿ’ก SLAs are set in order High, Medium and Low. There are 2 queues (in order) Queue 1 and Queue 2.

Interaction 7
SLA: High
Queue: Queue 1
Minutes on Queue (the time since the interaction was added to the queue): Is 15 minutes

Interaction 8
SLA: High
Queue: Queue 1
Minutes on Queue (the time since the interaction was added to the queue): Is 10 minutes

ย ๐Ÿ—๏ธ First, the SLA is checked for both interactions, both 7 & 8 have the SLA of High so assignation then moves onto the Queue Position check. As both Interactions are in Queue 1, the deciding element is the Score- Minutes on Queue. As Interaction 7 has been on the queue for longer (15 minutes) this interaction is assigned first.

ย ๐Ÿ—๏ธ If you have any further questions please let us know and we will be more than happy to help!ย 

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