News & Announcements User Community Developer Community

Welcome to the RingCentral Community

Please note the community is currently under maintenance and is read-only.

Make sure to review our Terms of Use and Community Guidelines.
  Please note the community is currently under maintenance and is read-only.
Home » Users
%SLA for the entire organization
Tags: sla
Sep 13, 2020 at 5:08pm   •   2 replies  •  0 likes

We see that %SLA is available for call queues only. Is it possible to get %SLA for the organization as a whole or for users?

The reason is at our company, we have dedicated operators. example: press 1 for the English operator, press 2 for the Vietnamese operator, etc. These operators are users. The reasons why we didn't create call queues for the operators was we needed the operator to be able to pick up and hold multiple calls. From our understanding, once a user picks up from a call queue, they are unavailable to pick up more calls.

So when the operator does not answer another incoming call (e.g., they were already in a call or couldn't get to the call fast enough), the call is routed to a call queue. So this call queue is there just in case the operator didn't answer.

We can't use the %SLA in our statistics because it doesn't accurately reflect the operators. And we can't calculate the %SLA from the call log because the call log only indicates the duration of a call.

on Sep 23, 2020 at 10:44am   •  0 likes

Hello @nguyen1234, We don't support this today. However, at the user level, we provide Avg. Speed of Answer KPI, so you can look at each of their operators and see how long, on average, it takes them to pick up a call. Thank you!

on Sep 23, 2020 at 10:44am   •  0 likes

We also suggest posting an idea here for this feature. Thank you!

A new Community is coming to RingCentral!

Posts are currently read-only as we transition into our new platform.

We thank you for your patience
during this downtime.

Try Workflow Builder

Did you know you can easily automate tasks like responding to SMS, team messages, and more? Plus it's included with RingCentral Video and RingEX plans!

Try RingCentral Workflow Builder

Developer Platform
Integrated Apps
App Gallery
Developer support
Games and rewards

Resource center
Product Releases
App Download
RingCentral App login
Admin Portal Login
Contact Sales
© 1999-2024 RingCentral, Inc. All rights reserved. Legal Privacy Notice Site Map Contact Us