Set up Queue SLA
Set the wait and service time targets for each department and see how each department is doing.
A queue SLA is a time target for one department. Wait time runs from the patient's arrival until the patient is called. Service time runs from the call until the consultation is completed.
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Who does this: hospital administrator · Where: Queue Management › Masters › Queue SLAs
Add an SLA
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Open Queue Management › Masters › Queue SLAs and click Add SLA.
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Fill in the form.
| Field | What to enter |
|---|---|
| Department | The department this target applies to. One SLA per department. |
| Target wait time (minutes) | A patient called within this time counts as on time. 0 switches wait measurement off. The maximum is 1440. |
| Target service time (minutes) | A consultation completed within this time counts as on time. 0 switches service measurement off. |
| Escalation time (minutes) | A wait beyond this is flagged as an escalation. It must be longer than the wait target. 0 means no escalation level. |
- Read What this will do, then click Save.
Good to know
- Use the two dates and Refresh at the top of the screen to choose the period you are looking at.
- Different departments can have different targets.
Related
- Set up Queue Alert: tell a manager when a queue goes over a limit.
- Queue Management FAQs: short answers about queue alerts and SLAs.
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