---
title: "Define chat queue SLA"
slug: "define-chat-queue-sla"
updated: 2026-07-23T10:07:33Z
published: 2026-07-23T10:07:33Z
canonical: "help.8x8.com/define-chat-queue-sla"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Define chat queue SLA

The Service Level Agreement (SLA) of an **8x8 Contact Center** queue defines the target performance metrics of the queue. It includes the percentage of interactions processed within a specified time interval. You can set a target service level for each queue via **8x8 Configuration Manager**, and periodically evaluate the service level. You can also set up an alert notification to show if the service level falls below the specified threshold.

**To define Service Level Agreement for a chat queue:**

1. From the **Configuration Menu**, open **Queues/Skills**.
2. Find the chat queue you wish to modify, and click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon_edit_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A38%3A04Z&se=2026-11-03T23%3A38%3A04Z&sr=c&sp=r&sig=Q2sONaWuI2gPKW9XL2xXVryS9%2FBVINBsiNDnkn%2BdogU%3D).
3. Go to the **SLA** tab.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/cfgmgrqueueschatsla01.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A38%3A04Z&se=2026-11-03T23%3A38%3A04Z&sr=c&sp=r&sig=Q2sONaWuI2gPKW9XL2xXVryS9%2FBVINBsiNDnkn%2BdogU%3D)The following table summarizes the options under **Queues/Skills > Chat > SLA**:You can also choose to alert an agent if a customer has been waiting for a reply in chat for a certain amount of time.

| SLA Tab Option | Description |
| --- | --- |
| % of interactions should be processed within | To specify the Service Level Agreement (SLA) threshold for the selected queue: 1. Type a percentage value as an integer from 0 to 100 percent, such as 40. 2. Type an integer number to indicate the time interval. 3. Choose the units of time specified by this value. The valid time intervals are: - For Phone and Chat queues: Seconds, Minutes, or Hours - For Email and Voicemail queues: Minutes or Hours |
| Evaluate service level every | Choose how frequently **8x8 Contact Center** compares the queue's performance to the SLA threshold defined for the queue. |
| Send email notification to | Type one or more comma-separated email addresses that should receive email notifications from **8x8 Contact Center**. The email is sent when the queue's performance level falls below the performance threshold specified for the queue. |
4. Click **Save**.