SLA targets and alerts

Give each service an SLA target, the longest a visitor should wait, and InQueue watches the line for you.

How alerts behave

• When a ticket crosses the threshold, the platform raises an SLA alert.
• Alerts can go out by email and, where configured, SMS to the people who need to act.
• Alerts are branch-aware: a breach at Main Street pages Main Street's manager, not the whole company.

Use alerts sparingly at first, one meaningful threshold per high-stakes service, then tighten as your baseline improves. Your Reports hub shows how often you're breaching and at what times of day.