Metric details
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Outlined in this document are the details to specific metrics for queues and
menus.
Service level
Among other benefits, this setting provides more flexibility in staffing
options available to your operation. For example, if Generico has a line
just for people who have urgent issues, they want to have an SLA of
80/20 for that queue. With only global SLA settings, Generico has to
either staff the entire org to answer 80/20 (thus increasing headcount
costs), perform manual analysis for reporting, or move the urgent issue
team's SLA to match the rest of the company uses - which can have an
impact on customer satisfaction and trust. Instead, Generico can use
this feature to set the SLA per-queue.
Chat concurrency
Average number of chats handled by individual agents at the same time.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2026-05-04 UTC."],[],[]]
