Genesys Cloud - Main

Hi everyone.

We have some questions related to email queue configuration.

The voice service level is defined as “X percent of contacts answered in Y seconds.”.  For the emails could be defined as “X percent of emails answered in Y seconds.”, or is there another definition?

What is the “Service Level Target” definition for emails?

What will happen if “Service Level” and “Service Level Target” values are exceeded?

Thank you in advance.

Best regards,

Ana Laia

That's the correct definition.

The analytics views offer you insight into how your organization is performing against the stated goals: https://help.mypurecloud.com/articles/queues-performance-views/

If your SLAs are not being met, this will be highlighted.