Queues SLA

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.

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:

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 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.

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. This also includes items that are predicted to be at risk. The sum between the number of items in SLA and the ones out of SLA is always the total number of new items in the queue which have the deadline in the next 24 hours.
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. Items that are at risk are considered to be in SLA, that's why they are also counted on the In SLA column.
Out SLA	The number of items that are predicted to exceed their deadline along items which have passed their established deadline. The sum between the number of items in SLA and the ones out of SLA is always the total number of new items in the queue which have the deadlines in the next 24 hours.
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. For a new queue, AHT is not calculated unless at least 3 queue items have been processed.
Risk SLA Breach	The amount of time in which the first item in the queue is going to exceed its risk deadline. Hovering over this value displays the exact time.
SLA Breach	The amount of time in which the first item in the queue is going to exceed its deadline. Hovering over this value displays the exact time.
Necessary Robots (SLA)	The number of Robots required such that all the items are processed before reaching their deadlines. The number of necessary Robots to meet the SLA does not depend on the number of running Robots. Over Capacity is displayed if at least one queue item exceeded its deadline. When this happens, predictions are no longer calculated.
Necessary Robots (Risk)	The number of Robots required such that all the items are processed before reaching their risk deadline. The number of necessary Robots to meet the Risk SLA is not calculated if there are no Robots running.

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:

0 robots

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

1 robot

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

2 robots

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.