SLAs are used to prioritise between requests waiting in different queues. SLA's can be regarded as service-goals per queue, e.g. emails to support shall be answered within 5 hours, while telephone calls to sales shall be answered within 30 seconds.

A request that waits in a queue has at any given point in time an

SLA-score = [(The request's actual wait time in queue x 100) / the queue's predefined SLA] + Vip points


When a request has waited in a queue for as long as the queue's predefined SLA, it has SLA-score = 100 (unless it is given Vip points). 

VIP-points are only relevant for services with VIP features, giving certain callers (or written requests) priority.

If an SLA is not defined for a queue, any VIP points given to a request arriving in this queue is ignored when prioritising requests.


  • 120 seconds waiting time in a Queue with SLA=60 seconds gives SLA-score=200
  • 30 seconds waiting time in a Queue with SLA=60 seconds gives SLA-score=50

The standard solution is that the request with the highest SLA-score is sent to the first ready agent that can answer a request from the queue.

A queue's SLA-score in Queue overview is the request with the highest SLA-score.


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