> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neuroncx.in/llms.txt
> Use this file to discover all available pages before exploring further.

# Set Up SLA Rules, Cards and Tabs

> Choose the limits your agents are measured against, and the cards and tabs your SLA page shows.

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](https://docs.neuroncx.in/sla/read-sla-page).

## 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](#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.

> [!TIP]
>
> 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.

## 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:

| Column | What it shows |
| - | - |
| **ID** | The rule's number. |
| **Standard** | The kind of measurement. Hover over the (i) for its description. |
| **Metric** | The unit of the threshold: SecondsLapsed (seconds), ScoreThreshold (percent), Score or Count (number of contacts or turns). |
| **Threshold** | The limit, in that unit. 300 seconds is 5 minutes. |
| **Group** | The group, which is the card on the SLA page. |
| **Tab** | The name of this rule on the SLA page. A dash means it has no tab. |
| **Status** | Active or not. |
| **Channel** | Which leads the rule judges. |
| **Scope** | Leads the rule leaves out or keeps, or "All leads". |
| **Updated** | When the rule last changed. |

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](https://mintcdn.com/neuroncx/gI1QFRZLzjCdzFIY/images/11-rules-list.png?fit=max\&auto=format\&n=gI1QFRZLzjCdzFIY\&q=85\&s=18f84a502013f519c7400ecfa2c883a1)

**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](https://mintcdn.com/neuroncx/gI1QFRZLzjCdzFIY/images/17-channel-mapping.png?fit=max\&auto=format\&n=gI1QFRZLzjCdzFIY\&q=85\&s=6990a384c8bbf19c62a4b27197f4b5ee)

> [!NOTE]
>
> 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](https://mintcdn.com/neuroncx/gI1QFRZLzjCdzFIY/images/18-working-hours.png?fit=max\&auto=format\&n=gI1QFRZLzjCdzFIY\&q=85\&s=505baad945c19f84f2807c1aae76acde)

> [!WARNING]
>
> **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](https://mintcdn.com/neuroncx/gI1QFRZLzjCdzFIY/images/19-new-rule-dialog.png?fit=max\&auto=format\&n=gI1QFRZLzjCdzFIY\&q=85\&s=62b57bedd828787081965e5f6f04b968)

> [!WARNING]
>
> **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](https://mintcdn.com/neuroncx/gI1QFRZLzjCdzFIY/images/12-edit-rule-top.png?fit=max\&auto=format\&n=gI1QFRZLzjCdzFIY\&q=85\&s=60df8365ae78436f9f2ab18db68ebc27)

> [!WARNING]
>
> **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.

| Setting | What it does |
| - | - |
| **Channel** | Which leads the rule judges: **Calls**, **Form Leads**, **WhatsApp** or **Any**. |
| **Judged per** | What one item is: **Agent**, **Lead**, **Transaction** or **Outbound call (callback)**. |
| **Direction** | **Must be at or below the limit** (for times and contacts) or **Must be at or above the limit** (for scores). |
| **Headline basis** | What the card's percentage is a share of: **Share of leads**, **Share of calls**, **Share of agents** or **Share of transactions**. |
| **Tile mode** | Only on some institutions. **Drill-down (opens a table)** or **Display only (numbers, no table)**. |
| **Use working hours (pause the clock outside them)** | Uses the hours from the **Working hours** tab. |
| **Counts as a response** | Which agent actions count as a response: **Call**, **Stage / status change**, **Comment**, **Attribute edit**. Leave all off to count every change. |
| **Split by** | The **Split by** buttons on the chart, in this order. The first one with data opens first. |
| **Scope** | Leads this rule leaves out or keeps (below). |

**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](https://mintcdn.com/neuroncx/gI1QFRZLzjCdzFIY/images/14-groups-list.png?fit=max\&auto=format\&n=gI1QFRZLzjCdzFIY\&q=85\&s=5b9079fb49206304009a041b13363a1e)

> [!NOTE]
>
> 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.

| Column | What it shows |
| - | - |
| **ID** | The group's number. |
| **Order** | The card's place on the page. ▲ and ▼ move it, and save straight away. |
| **Card** | The card's label on the SLA page. |
| **Tabs** | The rules on the card, in tab order. "No card on the console" means none of its rules makes a card. |
| **Default** | ★ marks the card that opens when the page loads. Click another star to change it. It saves straight away. |
| **Label** | The group's own name. |
| **Status** | Only Active groups reach the SLA page. |
| **Created** | When the group was made. |

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](https://mintcdn.com/neuroncx/gI1QFRZLzjCdzFIY/images/15-edit-group-card.png?fit=max\&auto=format\&n=gI1QFRZLzjCdzFIY\&q=85\&s=bd43174cf0f7070977e142a52ce3a4d2)

**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](https://mintcdn.com/neuroncx/gI1QFRZLzjCdzFIY/images/15-edit-group-card-1.png?fit=max\&auto=format\&n=gI1QFRZLzjCdzFIY\&q=85\&s=090063c33dd119bce7c16fe306351031)

![16 Edit Group Tabs](https://mintcdn.com/neuroncx/gI1QFRZLzjCdzFIY/images/16-edit-group-tabs.png?fit=max\&auto=format\&n=gI1QFRZLzjCdzFIY\&q=85\&s=c161c831fd6757c7c5a859b46a625e99)

> [!WARNING]
>
> 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.

> [!NOTE]
>
> 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](https://docs.neuroncx.in/sla/read-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.

## SLA standards

The standards you can choose in **New Rule**:

| Standard | What it measures | Unit | Card on the SLA page |
| - | - | - | - |
| CallbackTime | Time from a missed call to the first agent action | Seconds | A **Missed Calls** tab |
| FormLeadResponseTime | Time from a form lead being created to the first agent response | Seconds | A **Form Leads** tab |
| WhatsAppLeadResponseTime | Time from a WhatsApp lead reaching an agent to the first response | Seconds | A **WhatsApp** tab |
| CallAnswerRate | Inbound calls answered and outbound calls picked up | Percent | The Call Metrix card |
| CallAssessmentQualityScore | Agents' average call assessment score | Percent | The Call Assessment Quality card |
| CustomerEffortScore | Contacts before a booking | Contacts | The Customer Effort Score card |
| TurnCount | Turns in a conversation | Count | No card |
| OutboundLeadAgentResponseTime | Agent response on outbound leads | Seconds | No card |

## Rule and group statuses

| Status | What it means |
| - | - |
| **Active** | On the SLA page. |
| **Passive** | Kept, but not on the SLA page. |
| **Archive** | Kept for the record, not on the SLA page. |

## If something looks wrong

| What you see | What it means |
| - | - |
| A rule does not show on the SLA page | The rule or its group is not Active, or its standard makes no card ("No card on the console" on the **Groups** tab). Turn **Active only** off to find it. |
| A card shows the wrong tabs | Check each rule's **Group (card on the console)**. Change the order and the first tab in the group's **Console card**. |
| **Save** is grey in **New Rule** | Choose a group and a standard, and type a threshold. |
| **Save settings** is grey | A scope condition has no value. Type one, or remove the condition. |
| A source counts under the wrong channel, or shows "Unmapped" | Fix it in **Channel mapping**. |
| You saved but the page has not changed | Wait a minute and reload the SLA page. |
| A red message after saving | Read it and try again. If it asks you to sign in again, sign in and repeat the change. |
| "Console card settings appear once … is run" | The card settings are not switched on for your institution yet. Ask NeuronCX support. |
| A deleted rule is needed again | Add it again with **+ Add**, then fill in its page settings. The old change log is not brought back. |

## Screen quick reference

| Area | What it is for |
| - | - |
| SLA page, cards | One card per group: the share of items within the limit |
| **Missed Calls**, **Form Leads**, **WhatsApp** tabs | The response-time rules of the response card |
| **Primary Agent** / **Any Agent** | Whether another agent's response counts |
| **Split by** | Group the chart by source, stage, phase or channel |
| **Violations** / **All** | Show only the rows with a missed limit, or every row |
| Column headings | Click to sort |
| **N left out ↗** | The leads that were not judged, and why |
| Supervisor Console, **SLAs**, **Rules** | Add rules, change limits, status, card, tab and page settings |
| **Groups** | Order the cards, pick the default card, set card texts and tabs |
| **Channel mapping** | Choose the channel of each lead source |
| **Working hours** | Hours and holidays for rules that pause the clock |
| **Active only** | Show only what reaches the SLA page |

## Related pages

> [card] [Track Agent SLAs](https://docs.neuroncx.in/sla/read-sla-page)
>
> Read the cards, tabs and lists on the SLA page.

> [card] [Supervisor Console](https://docs.neuroncx.in/cx-ops/supervisor-console)
>
> Manage agents, attribution and SLAs.


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