With Liberty Converse, you can configure SLA1 and SLA2 against the Group, Queue and Skill. This means there are up to 6 combinations that every interaction can be measured against which makes things overly complicated and difficult to understand.
Can you let me know how you use SLA in your organisation. I’m particularly interested in hearing whether the skill SLA is required, as the most obvious change in my mind is just to remove it!
Thanks for your input.