Displays information pertaining to 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 in a timely manner, 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 such that you can 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 there are any problems that 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:

SLA Predictions

🚧

Important

Predictions are made for queue items with deadlines in the next 24 hours (can be changed using the Queue.SlaReadaheadTimeLimitHours app setting, 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 on the deadlines of items in the queue. The deadlines are calculated as the SLA filled in at queue definition from the moment 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.

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:

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.