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Question

 Anjan Kumar Kandikonda (anjankk)
Accenture

Accenture
AU
anjankk Member since 2022 13 posts
Accenture
Posted: Feb 6, 2018
Last activity: Feb 21, 2018
Posted: 6 Feb 2018 0:23 EST
Last activity: 21 Feb 2018 22:44 EST
Closed

Chat - Service level on Queue

While configuring queues for a chat instance, there is a service level option which says "Serve % of chat requests within x seconds."

What does this service level means and where can we track all the chats that are served as per defined SLA?

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User Experience

  • Ananya Anshudhar
Posted: 6 years ago
Updated: 6 years ago
Posted: 9 Feb 2018 8:15 EST
Updated: 9 Feb 2018 8:14 EST
Chandrasekhar Gollamudi VN (chandrasekhar_g)
PEGA
Senior Manager, Technical Support - Runtime Engine and Search
Pegasystems Inc.
IN

Service level goal by identifying what percentage of customers you want respond to within a selected number of seconds. For example, you might want to respond to 75% of customers within 60 seconds of their chat request. These goal numbers are used for reporting, and are not enforced.

Please find the below document for more information on Chat configurations :

https://docs-previous.pega.com/pega-customer-service-722-implementation-guide

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