Configuration Rule

After the channel rules are created and assigned to team members, then you can configure rules such as the SLA Settings, Assignment, and Service Hour configuration.

SLA settings are to configure the SLA labels on your ticket notification. This configuration will determine the SLA labels based on your SLA Type, SLA Metric, and SLA Duration. Assignments configuration is to set up your number of tickets that will handle on each channel and to set your proactive or outbound assignment. Lastly, the service hour configuration to manage the operational hours of the agents when handling the ticket.

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