This article will show you how to adjust your SLA settings.

You will learn how to adjust your call threshold settings.

You will learn how to understand call queue statistics.

Know your limits...

There's a proverb that says, "People perish for lack of vision." What this means is that when people can see a vision of what is expected at your company, they can help that vision begin to materialize. If your start to see overexertion and burnout or a slothful laze in staff performance, start asking them if they know what the company is trying to accomplish. If you get vague or uncertain answers, then it may be time to cast or recast your company vision and the related goals and plans to get there. With SLA and Threshold settings, you can help them have a constant reminder when they are or are not on track with those goals. Read on to find out how to fine tune these for your org.

What Do I Click?

Adjusting the settings

Click the Call Center Icon → Click the Settings cogwheel icon in the reports box. You'll find two tabs: The Stats Grid and the General Tab.


    A. The Stats Grid (Threshold Settings)

        Here you can toggle on/off the Stats boxes for each type and then set the lower/upper thresholds of each         category. Usually an upper threshold is fine, however, if you are looking to keep numbers within a range,          including a lower threshold can assist in that instance.

    The Threshold Categories

        1. Callers Waiting

        2. Average Wait Time (sec)

        3. Average Handling Time (sec)

        4. Service Level (%)

        5. Abandon Rate (%)

        6. Calls Answered

        7. Call Volume

        8. Abandoned Calls


    B. The General Tab (Service Level Agreement Setting)

        1. Use the slide bar to set the level that will determine if a call was answered in an acceptable amount of           time in seconds. This is used in calculating the Service Level statistic.

Once you’re finished, click Save.

Still need more assistance?

Contact our support team of Customer Success Managers either by sending us an email to support@ringfree.com or give us a call at 828-575-0030, then press Option 2 and we will be glad to assist you further.