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This page is for admins who set up the rules and groups behind the SLA page, in Supervisor Console, SLAs. The screen only changes your own institution’s settings. To read the SLA page itself, see Track Agent SLAs.

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Before you start

Four ideas to know first:
  • Rule: one limit. It is a standard plus a threshold, for example “form leads answered within 300 seconds”. Each rule belongs to one group.
  • Standard: the kind of measurement. The list is fixed (see SLA standards).
  • Group: a card on the SLA page. Response-time rules (Missed Calls, Form Leads, WhatsApp) in the same group share one card, with one tab for each rule. Any other group shows its one rule as the card.
  • Status: only Active rules in Active groups reach the SLA page.
Setting up a new institution? Work in this order: map the lead sources to channels, add working hours if you want them, add the rules and groups, fill in each rule’s page settings, set up each group’s card and tabs, put the cards in order, then open the SLA page to check.

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Set up your SLAs

1

Open Supervisor Console, SLAs

Open Supervisor Console and click SLAs in the top row. Four tabs open: Rules, Groups, Channel mapping and Working hours.The Rules list has these columns:Keep Active only on to see only what reaches the SLA page. Switch it off to see every rule and group, including Passive and Archive ones.
11 Rules List
2

Map each lead source to a channel

Click Channel mapping. Each lead source is counted under one channel on the SLA page:
  • Calls: phone leads, judged on missed calls.
  • Form Leads: web forms, ads and partner integrations.
  • WhatsApp: WhatsApp leads.
Click the dot under the channel you want. It saves straight away, with a short “Saved” message. Click a filled dot again to clear it.A source with no channel shows not mapped in red, and it is not judged. The red button at the top (for example 1 not mapped) shows only those sources. Use Search to find a source.
17 Channel Mapping
Changes show on the SLA page within a minute or two. The (i) on the response card counts the leads with no channel: “with no channel (not judged)”.
3

Set working hours and holidays (optional)

Click Working hours. With no hours set, the page says “None: clock runs 24x7”, and every minute counts.
  1. Click Mon to Fri 9 to 6 for a quick start, or + Add window for one day at a time.
  2. Choose the day and the opening and closing times. Times are IST. The cross removes a window.
  3. Click Save.
Under Holidays, pick a date, type a label and click Add. No working time counts on these days. The cross removes a holiday.Working hours only apply to rules that have Use working hours switched on (see the Set how the rule judges step below). For those rules the clock pauses outside the hours.
18 Working Hours
Clear removes all your saved working hours at once. Use the cross on one window to remove only that window.
4

Add a rule

  1. On the Rules tab, click + Add. The New Rule window opens.
  2. Under Group, click the group (card) the rule belongs to. To make a new group, click + New Group, type the Group label and click Create.
  3. Choose the SLA Standard.
  4. Type the Threshold. The box says which unit it uses, for example “Threshold for FormLeadResponseTime is SecondsLapsed”.
  5. Click Save. Save stays grey until a group, a standard and a threshold are chosen.
19 New Rule Dialog
Create makes the new group straight away, even if you then click Cancel on the rule.
5

Change a rule's limit, status, card or tab

Click the pencil on a rule’s row. The Edit Rule drawer opens. Its title line shows the rule number, the standard and the group.
  • Threshold: the limit, in the unit shown in brackets.
  • Status: Active, Passive or Archive. Only Active rules reach the SLA page.
  • Group (card on the console): the card the rule is on. Choose another group to move the rule to that card.
  • Tab label: the name of the rule on the SLA page. It is the tab’s name, or the title of the detail when the card has one rule. Leave it empty to use the standard’s name.
Click the green Save at the bottom to save these four fields.Use the arrows next to the counter at the bottom (for example 3 / 8) to move to the next or previous rule without closing the drawer. Cancel or the cross closes it without saving.
12 Edit Rule Top
Delete removes the rule at once. It does not ask you to confirm. To take a rule off the SLA page but keep it, set Status to Passive and click Save.
6

Set how the rule judges

Scroll down in the same drawer to Page settings. This part has its own button, Save settings. The heading shows when it last changed.Scope
  1. Click + Add condition.
  2. Choose Exclude or Include, then the field: stage, phase, source, channel or queue.
  3. Type the value exactly as it appears on screen, for example “Eka care”.
  4. Click Preview last 7 days. It shows how many leads of the last 7 days the rule would count and leave out, before you save.
Exclude wins over include. With no conditions, every lead counts. The cross removes a condition.To reuse another rule’s scope, choose it in Copy scope from… and click Copy. Copy saves straight away.Click Save settings. The drawer says “Saved”, or “Nothing changed”. Save settings stays grey while a condition has no value.Change log lists the last changes to the rule: when, who, what, and the value before and after.
14 Groups List
Leads from contact-less sources (partners whose leads arrive already booked) are always left out. You do not need a scope condition for them.
7

Order the cards and choose the one that opens first

Click Groups. Each row is a group, which is a card on the SLA page.There is no + Add on this tab. You make a group from the New Rule window, in the Add a rule step above.
15 Edit Group Card
8

Set up a card and its tabs

Click the pencil on a group’s row. The Edit Group drawer opens.Group Label and Status are saved with the green Save at the bottom.Under Console card:
  • Card label: the title of the card. Empty uses the group label.
  • Line after the %: the line next to the percentage. Empty makes one from the rule. Type {limit} where the threshold should appear, for example “of missed calls and leads responded to within {limit}”.
  • Info text: the text of the (i) on the card. Empty makes one from the rule. {limit} works here too.
  • Open this card when the page loads: the same as the star on the Groups tab.
  • Tabs · in this order; the selected one opens first: one box for each rule on the card. ▲ and ▼ change the order. The round button picks the tab that opens first. The box is the tab’s name, and the small number next to it is the rule’s number.
Click Save card to save the Console card part. The drawer says “Saved. The console shows it within a minute.”
15 Edit Group Card 1
16 Edit Group Tabs
The drawer has two save buttons. Save card saves the Console card part. The green Save at the bottom saves Group Label and Status. Click the one for the part you changed, or both.
Only response-time rules (Missed Calls, Form Leads, WhatsApp) can share a card. If a group holds another kind of rule as well, only the first rule shows, with the message “Only the first rule is shown: only response-time rules can share a card.” Groups cannot be deleted. Set Status to Passive to take a card off the page.
9

Check the SLA page

Open the SLA page and reload it. Your changes show within about a minute. Check the card order, the card that opens first, the labels, the tabs and the limit in each tab’s top right line.

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SLA standards

The standards you can choose in New Rule:

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Rule and group statuses

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If something looks wrong

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Screen quick reference

Track Agent SLAs

Read the cards, tabs and lists on the SLA page.

Supervisor Console

Manage agents, attribution and SLAs.