Displays information about the SLA and Risk SLA of all the queues in the current folder with enabled SLA predictions. This helps you assess if the newly added queue items can be processed on time, and what resources you need to allocate such that their SLA is not breached. Whenever the SLA is in danger of not being met, you are properly notified to make adjustments accordingly.
Filters
- Include Subfolders - enables you to select if the contents of all subfolders are included. Only available for modern folders.
Queue SLA Overview
Allows you to see an overview of the queues' health state based on the configured SLA so you can assess if any problems would cause the SLA breach (insufficient Robots, too many queue items). Each color block represents a specific queue from your instance. Hovering over a block displays the name of the corresponding queue. Note that it is possible to have multiple queues with the same name if each is in a different folder. The total number of queues is displayed in parentheses after the widget name. As a queue's state changes, the chart gets updated, and the block color changes accordingly.


The various scenarios are represented with colored blocks and tooltips as follows:
Color | Tooltip |
---|---|
Grey | Average Handling Time (AHT) not available or the queue doesn't have SLA enabled. |
Green | No item is predicted to be at risk or out of SLA. |
Orange | At least one queue item is predicted to be at risk. |
Red | At least one queue item is predicted to be overdue (SLA breach). |
SLA Predictions


Important
Predictions are made for queue items with deadlines in the next 24 hours (can be changed using the
Queue.SlaReadaheadTimeLimitHours
parameter, and do not take into account the items' defer dates.If at least one queue item exceeds its deadline, Over Capacity is displayed in the Necessary Robots (SLA) column, and predictions are no longer calculated.
Predictions are calculated based on the AHT of each queue and the deadlines of items in the queue. The deadlines are calculated as the SLA filled in at queue definition from when the queue item was added in the queue. Say you set the SLA to 2 hours, and you add 3 items into the queue at 4, 5, and 6 PM, then your items have the deadlines 6, 7, 8 PM, respectively. The mechanism is identical for risk deadlines.
Field | Description |
---|---|
Queue | The name of the queue. |
Process | The name of the process which handles the items in the associated queue. |
In SLA | The number of items which are going to be processed in time, before reaching the deadline. |
At Risk | The number of items which are at risk, meaning they are not going to be processed within the risk deadline, but are expected to fall within the calculated deadline. |
Out SLA | The number of items that are predicted to exceed their deadline along items which have passed their established deadline. |
Running Robots | The number of busy Robots which run against the corresponding queue, meaning they execute the process set when enabling Queue SLA. |
AHT (Per Item) | The average handling time of a processed item, calculated on all items in the selected queue since it was created. |
Risk SLA Breach | The amount of time in which the first item in the queue is going to exceed its risk deadline. |
SLA Breach | The amount of time in which the first item in the queue is going to exceed its deadline. |
Necessary Robots (SLA) | The number of Robots required such that all the items are processed before reaching their deadlines. |
Necessary Robots (Risk) | The number of Robots required such that all the items are processed before reaching their risk deadline. |
Example
Say you have a queue defined as follows:


You set the SLA is to 4 hours, and the Risk SLA to 3 hours.
Then 5 items, with an average processing time of 45 minutes, are added to your queue at the times indicated below.
The following scenarios occur, depending on the number of Robots which are processing items:
You have 0 Robots running at 18:00 o'clock.
Item | Added | Risk Deadline | Deadline | Processed | Status |
---|---|---|---|---|---|
Item 1 | 16:00 | 19:00 | 20:00 | - | Out SLA |
Item 2 | 16:20 | 19:20 | 20:20 | - | Out SLA |
Item 3 | 16:45 | 19:45 | 20:45 | - | Out SLA |
Item 4 | 16:45 | 19:45 | 20:45 | - | Out SLA |
Item 5 | 17:00 | 20:00 | 21:00 | - | Out SLA |
In Orchestrator, the SLA Predictions table is populated as follows:
In SLA | At Risk | Out SLA | Risk SLA Breach | SLA Breach | Nec. Robots (SLA) | Nec. Robots (Risk) |
---|---|---|---|---|---|---|
0 | 0 | 5 | - | 20:00 | 2 | N/A |
You start 1 Robot at 18:00 o'clock.
Item | Added | Risk Deadline | Deadline | Processed | Status |
---|---|---|---|---|---|
Item 1 | 16:00 | 19:00 | 20:00 | 18:45 | In SLA |
Item 2 | 16:20 | 19:20 | 20:20 | 19:30 | In SLA, At Risk |
Item 3 | 16:45 | 19:45 | 20:45 | 20:15 | In SLA, At Risk |
Item 4 | 16:45 | 19:45 | 20:45 | 21:00 | Out SLA |
Item 5 | 17:00 | 20:00 | 21:00 | 21:45 | Out SLA |
In Orchestrator, the SLA Predictions table is populated as follows:
In SLA | At Risk | Out SLA | Risk SLA Breach | SLA Breach | Nec. Robots (SLA) | Nec. Robots (Risk) |
---|---|---|---|---|---|---|
3 | 2 | 2 | - | 20:45 | 2 | 3 |
You start 2 Robots at 18:00 o'clock.
Item | Added | Risk Deadline | Deadline | Processed | Status |
---|---|---|---|---|---|
Item 1 | 16:00 | 19:00 | 20:00 | 18:45 | In SLA |
Item 2 | 16:20 | 19:20 | 20:20 | 18:45 | In SLA |
Item 3 | 16:45 | 19:45 | 20:45 | 19:30 | In SLA |
Item 4 | 16:45 | 19:45 | 20:45 | 19:30 | In SLA |
Item 5 | 17:00 | 20:00 | 21:00 | 20:15 | In SLA, At Risk |
In Orchestrator, the SLA Predictions table is populated as follows:
In SLA | At Risk | Out SLA | Risk SLA Breach | SLA Breach | Nec. Robots (SLA) | Nec. Robots (Risk) |
---|---|---|---|---|---|---|
5 | 1 | 0 | 20:00 | - | 2 | 3 |
Anything processed after the risk deadline and before the deadline is considered At Risk and In SLA. Anything processed after the deadline is considered Out SLA. The Risk SLA Breach represents the amount of time until the first risk deadline is exceeded. The SLA Breach represents the amount of time until the first deadline is exceeded.
Updated 2 months ago