Overview

This article explains how Service Level Adherence (SLA) metrics are determined with Flex Insights. It covers the default behavior of the SLA threshold, differences between historical Flex Insights SLA and Real-time Queue Stats SLA, and what options are available if you require different targets for specific queues. 

What You Need To Know

• Flex Insights provides historical reporting and analytics for your Flex workspace, including SLA metrics that measure how quickly tasks are answered.
• By default, SLA in Flex Insights is defined by a single static value, called a variable within the platform. This number is set to 60 seconds for new instances, but it can be adjusted to another static value if needed.
• This SLA value is global: any change to the SLA variable applies to all queues in Flex Insights, not just a subset.
• In contrast, Real-time Queue Stats in the Flex "Queues View" allow SLA targets to be set per queue. These Real-time Queue SLA values are not automatically reflected in Flex Insights historical data.
• If you need per-queue SLA reporting in Flex Insights, you must create a custom metric and define different conditions for each queue.

Frequently Asked Questions

Can I make SLA targets different for each queue in Flex Insights?

The standard SLA metric in Flex Insights uses the same time target for all queues. If your organization needs different targets per queue, you can create a custom metric using the custom metrics feature.

Why is the SLA value I see in Flex Insights the same for every queue?

Flex Insights pulls SLA from a single global variable. Even if your real-time queue stats have different values, Flex Insights uses just one value for all queues in its reports.

To have this behave differently, use your own custom metric for your SLA calculations.

How do I change the default SLA target in Flex Insights?

You can request the SLA variable to be updated (for example, from 60 to 20 seconds), but this change will apply to all queues. To update the global SLA value, contact Twilio Support and request that the Flex Insights SLA variable be changed for your environment.

What do I do if I need different SLA numbers for each queue in historical reports?

You need to create a custom metric in Flex Insights. The custom metric can use logic to set different SLA targets per queue.

Does updating the SLA configuration for the Real-time Queue Stats view affect Flex Insights historical reports?

No. Changes to SLA values in real-time queue stats do not affect the SLA value used in Flex Insights historical reports. The Flex Insights variable must be updated separately, and only one value can be set by default.

Conclusion

Flex Insights, by default, uses a single SLA value for all queues in historical reporting. If you require queue-specific SLA targets, you’ll need to create a custom metric. 

For more help with custom metrics or to request updates to the default SLA value, please consult your administrator or contact our support team.