1. How to change the SLA settings?

1. Log in to the Agent Workspace with an account holding ADMIN permissions.

2. Click on the Settings icon in the lower right corner.

3. Scroll with the mouse to the subject Settings & Characteristics and click on SLA.

4. In the rows that appear, enter the values you want to apply and then click Save.

*If you want the SLA settings to be defined differently in a specific channel, you must update the SLA settings within the relevant channel accordingly.ֳֳֳ