SLA indicators
Agent Queue reports show a visual indicator of the status of the case in regard to the service level agreement. The SLA is reported in hours. It is based on the definitions of the work week and work day that are specified for the population.
| Indicator | Description |
|---|---|
| Green | On Time: the case is 26%-100% of the SLA range |
| Yellow | At Risk: the case is 1%-25% of the SLA range On Time: the case is 26%-100% of the SLA range |
| Red | Past Due: the case has passed the SLA due date |