What are queue alerts?
Queue alerts allow you to set service level agreements for that specific queue. When the threshold that you defined has been reached, all online agents receive a notification.
Each alert is also optional so you don’t necessarily need to select them all.
The alerts you can set within your queues are the following:
Service-level is your goal for how quickly you want to answer a portion of your contacts. It's is defined as the percentage of conversations answered within a predefined amount of time.
For example, an commonly used service-level is "we want to answer 80% of our support calls within 20 seconds".
Note that the service-level you set here is used to calculate the reported SLA (Service-Level Agreement) in your dashboard.
Current Longest Wait in Queue
Current longest wait in a queue describes the maximum time a conversation is allowed to wait in queue before an alert is triggered.
This is minimum number of available agents allowed before an alert is triggered.
Maximum Waiting in Queue
This feature describes the maximum number of conversations allowed to wait in a queue before an alert is triggered.