Skip to main content

Agent Configuration

This section allows the Admins/supervisors to configure settings like SLA and status detection for their agents. These settings apply to all Contact Center agents under the organisation.

  • Go to Phone System
  • Select System view
  • Go to Omnichannel
  • Select General tab
  • Set your desired configuration for your agents

Agent SLA

SLA Threshold​

SLA Threshold is the time provided for the agent to pick up a call in order to meet the SLA. This is the company-level setting.

  • The possible values are 3, 4, 5, 6, 7, 8, 9, 10
  • The default value is 10

With this value, the agent SLA formula will be calculated as below:

Agent SLA = Answered within threshold / (Assigned - Dropped within threshold)

  • Answered within threshold: ​​Calls are answered within SLA Threshold by agent
  • Assigned: Calls are assigned to agents
  • Dropped within threshold: Calls are dropped within SLA Threshold by caller

Supervisors/Admin can view their agents' performance in Communication Hub > Users > Performance.

Call Configuration

Away Detection​

Owner/Admins can now configure Away Detection settings so that the system will change the Agent's status to Away if he/she reaches the Unanswered threshold.

  • The possible values are from 3 to 30
  • The default value is 5