CallQueueServiceLevelSettings
Call queue service level settings
Properties
| Name | Type | Required | Description |
|---|---|---|---|
| sla_goal | int | ❌ | Target percentage of calls that must be answered by agents within the service level time threshold |
| sla_threshold_seconds | int | ❌ | The period of time in seconds that is considered to be an acceptable service level |
| include_abandoned_calls | bool | ❌ | Includes abandoned calls (when callers hang up prior to being served by an agent) into service-level calculation |
| abandoned_threshold_seconds | int | ❌ | Abandoned calls that are shorter than the defined period of time in seconds will not be included into the calculation of Service Level |
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