SLA and alerts
Who it is for: whoever manages the account
What it is for
TalkAI watches two times so that no conversation is forgotten.
What is measured
- Queue wait: a conversation that is still in the queue with nobody taking it. The default threshold is 5 minutes.
- Response time: a conversation taken by a person where the customer wrote and nobody replied. The default threshold is 2 minutes.
When the threshold is exceeded an alert fires for the account. The timer restarts when someone takes the conversation, transfers it, returns it to the queue or closes it.
Outside business hours
If the department is outside its business hours, alerts do not fire: they wait until it opens again. Set the schedule in Departments.
ℹ️
Note:Today the thresholds cannot be edited from the Settings screens. If you need other values, contact us.
Agenda alerts
Overdue agenda events also raise an alert for the assigned person.