how-to Set up SLA breach notification emails

[gwynne]

Hello, Is there a way of sending an email to the agent owner of a call when it breaches the SLA set for a priority level Thanks

[Victor]

This can be done by configuring escalations or priorities. Go to Services -> Service Levels -> Response or Fix (depending what you need) then click on the + button to add a new escalation. Here you can set an email notification to the owner when the SLA/Priority is breached.