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  • 1.  How does SLA count when transferred to another queue?

    Posted 09-06-2017 08:24

    If a customer calls in and the SLA is breached on Queue 1. Then the agent on Queue 1 needs to transfer the customer to Queue 2. Will the SLA still be breached even on Queue 2, even if they answered within agreed time?

     

     

     

     



  • 2.  RE: How does SLA count when transferred to another queue?

    GENESYS
    Posted 09-12-2017 20:45

    No, SLA calculations are per-queue only and therefore these are two different SLAs. In your particular example the following will happen:

    • Queue 1: Breached SLA (SLA = 0%; assuming no other calls)
    • Queue 2: Within SLA (SLA = 100%; assuming no other calls)

     

    Hope that helps!



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