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LiveConnect

Set SLA timers & surge controls

Define FRT/ART targets, enable visual timers, and configure surge deflection when queues overflow.

14 min Beginner Supervisor, Support Ops Updated Sep 1, 2025
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Overview

Define FRT/ART targets, enable visual timers, and configure surge deflection when queues overflow.

Prerequisites

None.

Permissions required

routing:configure

Steps (3)

Estimated: 14 min
  1. 1

    Define targets

    Supervisor 5 min Back to top

    Settings → SLA. Set First Response Time and Average Response Time goals per queue/channel.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Enable timers & alerts

    Support Ops 5 min Back to top

    Toggle queue/agent headers to show SLA timers; send breach warnings to FlowForge for playbooks.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Configure surge controls

    Supervisor 4 min Back to top

    Set queue caps and fallback actions (FAQ deflection, callback request, collect email).

    Tips

    —

    Validation

    —

    Success criteria

    • Breach rate drops with automated deflection during spikes.

About this guide

LiveConnect brings every customer conversation into one queue—web chat, Instagram/Facebook DMs, WhatsApp/SMS, Telegram, and email handoff—so teams never miss a moment. Agents work faster with AI reply drafts, KB suggestions, and one-click ticket creation in Agent Desk. Supervisors manage skills routing, concurrency, SLAs, and wallboards. All messages, files, and actions are logged to Chronicle; attachments are virus-scanned via SecureStore. Built on Chat Core orchestration for reliable routing, triage, and guardrails.