Routed Inside SLA?

This data export field indicates whether or not the call associated with the CONTACT action was routed to an agent within the queue's service level setting.

Historical Data Source	CONTACT Actions
Channels
Size (bytes)	1
Filter	Routed Inside SLA?
Dimension	None

Key to symbols

Possible Values

Value	Description
0	The call was NOT routed to an agent within the queue's service level setting.
1	The call was routed to an agent within the queue's service level setting.

Examples

In this example, two calls entered the same queue, which was configured with a service level setting of 30 seconds. The first call was answered by an agent within this time; the second was not.

Call ID	Action Date/Time	Start Reason	End Reason	Queue Wait Time	Routed Inside SLA?
2067715213328706764	2020-02-11 10:55:14	initial	disconnect	7.84	1
2067715191856842987	2020-02-11 10:56:39	initial	disconnect	43.7	0

 Filter