What is SLA and call flow

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SLA stands for Service Level Agreement which is a contract between a service provider and a customer. Call flow refers to the path a call takes from start to finish.

SLA is a commitment made by a service provider to meet certain performance standards agreed upon with the customer.
It outlines the level of service that the customer can expect and the consequences if the service provider fails to meet those standards.
Call flow refers to the sequence of steps that a call takes from the moment it is received to the moment it is completed.
It includes the routing of the call, the actions taken by the agent, and the resolution of the customer's issue.
An example of call flow could be: call is received, IVR system prompts customer to select an option, call is routed to appropriate agent, agent greets customer and collects information, agent resolves issue or escalates to higher authority if necessary.

What is SLA and call flow

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