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SLA targets

Last updated: 2026-05-28

The Service Level Agreement (SLA) tells you whether your queue is performing the way you promised. Drömlik calculates it live and over time, so supervisors can see drift before customers complain.

How it's calculated

SLA is the percentage of queue calls answered within the SLA threshold. For example, "80% of calls answered within 20 seconds" is the classic 80/20 target.

Set it up

  1. 1

    Open the queue

    Go to Call Features → Queue and open the queue.

  2. 2

    Switch to the SLA tab

    Enable Service Level.

  3. 3

    Set the threshold

    Pick the answer-within time (in seconds) and the target percentage.

  4. 4

    Save

    Live SLA appears on the wallboard and in historical reports.