> ## Documentation Index > Fetch the complete documentation index at: https://koreai-agentplatform-dev.mintlify.site/llms.txt > Use this file to discover all available pages before exploring further. # SLAs & Alerts SLAs & Alerts let you set acceptable thresholds for key performance indicators (KPIs)—such as Average Speed to Answer, Response Service Level, Abandonment Rate, and Transfer Rate-—across voice and chat interactions. **Navigation:** Contact Center AI > Performance Management > SLAs & Alerts. For details on Service Levels See, [Service Levels](/ai-for-service/contact-center/supervisor#service-levels) *** ## Service Level ### Create a Service Level 1. Select **+ New Service Level** in the upper-right corner. Add New Service Level 2. In the **New Service Level Rule** panel, enter a **Name** and **Description**. SLA Name & Description 3. Under **Configuration Setup**, select the **Queues** and **Channels**. Config Setup 4. Select a trigger. Triggers | Trigger | Screenshot | | --------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Abandonment Rate** | Abandonment Rate | | **Average Speed to Answer (ASA)** | Average Speed to Answer | | **Response Service Level (RSL)** | Response Service Level | | **Transfer Rate** | Transfer Rate | 5. Select **+ Add an action** and choose an action. Add Actions | Action | Screenshot | | --------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Alert** | Alert Config | | **Email** | Email Config | 6. Select **Save**. A confirmation message appears and the service level is created. Save SLA *** ### Edit a Service Level 1. Select **Edit**. Edit SLA 2. Make your changes and select **Save**. A confirmation message appears. Save Edited SLA *** ### Edit a Service Level Name 1. Select **Edit**. Edit SLA 2. Update the **Name** or **Description** and select **Save**. The updated name appears. Edit SLA Name *** ### Delete a Service Level 1. Select **Delete**. Delete SLA 2. Confirm by selecting **Delete**. A notification appears and the service level is deleted. Confirm Delete SLA *** ## General Alerts General Alerts let administrators and supervisors set up notifications for operational metrics and system events. For example, you can trigger alerts when users export: * The **Interaction Details Report** * Data from the **Interaction Dashboard** * The **Interaction Details Report by Segment** *** ### Create a General Alert 1. Select the **General Alerts** tab, then select **+ New Alert** in the upper-right corner. Add Alert 2. In the **New General Alert** panel, enter a **Name** and **Description**. Name and Description 3. Under **Configuration Setup**, select a module and configure it as follows. Choose Module #### After Call Work (ACW) 1. Select the **Queues**, **Channels**, and **Duration**. ACW Config Setup 2. Select **+ Add an action** and choose an action. Action Options | Action | Screenshot | | --------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Alert** | Alert | | **Email** | Email | 3. Select **Save**. A notification appears and the alert is created. #### Analytics > Interactions 1. Select a trigger. Choose Trigger 2. Set the number of times the system exports data within the selected time interval. Export Settings 3. Select **+ Add an action** and choose an action. Action Options | Action | Screenshot | | --------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Alert** | Alert Config | | **Email** | Email Config | 4. Select **Save**. A notification appears and the alert is created. Saved Alert #### Voicemail in Agent Console 1. Select the **Queues**, number of **Voice Mails**, and **Time Interval**. Console Voicemail 2. Select **+ Add an action** and choose an action. Action Options | Action | Screenshot | | --------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Alert** | Alert Config | | **Email** | Email Config | 3. Select **Save**. A notification appears and the alert is created. *** ### Edit a General Alert 1. Select **Edit**. Edit Alert 2. Make your changes and select **Save**. A confirmation message appears. Save Edited Alert *** ### Edit a General Alert Name 1. Select **Edit**. Edit Alert 2. Update the **Name** or **Description** and select **Save**. Alert Name Change *** ### Delete a General Alert 1. Select **Delete**. Delete Alert 2. Confirm by selecting **Delete**. A notification appears and the alert is deleted. Confirm Delete Alert ***