> For the complete documentation index, see [llms.txt](https://help.cosmobots.io/help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.cosmobots.io/help/cosmo-desk/configuracoes/sla.md).

# SLA

{% embed url="<https://drive.google.com/file/d/1WPSZkHGkRppCX7zL-mr12OpaB0Mz9N9l/view?usp=sharing>" %}

Ao definir o SLA é possível você identificar por atendente e por fila quantos atendimentos atingiram o SLA definido.

Para definir o SLA, basta seguir alguns passos:

1- No bot que deseja implementar o SLA, vá em Cosmodesk>Configurações e clique em SLA:

![](/files/vjJ4YoRTN8DfFyPi2cYI)

2- Em Tempo para Primeira Resposta do Atendente, defina qual o tempo que o atendente terá para dar a primeira resposta ao cliente:

![](/files/THJjWZoqQMH2p9w3u4Re)

{% hint style="info" %}
OBSERVAÇÃO:&#x20;

Os clientes que que não receberem a resposta dentro do tempo definido não serão contabilizados em Cosmodesk>Analíticos>Performance dos Atendentes  e Cosmodesk>Analíticos>Filas de Atendimento
{% endhint %}

3- Em Duração do Atendimento defina qual o tempo que o atendente terá para resolver e encerrar o atendimento e salve:

![](/files/jWBZcFGzcwCEnPN8Bbol)

Prontinho, seu SLA já está habilitado e será possível ver em [<mark style="color:purple;">Cosmodesk>Analíticos></mark>](https://help.cosmobots.io/help/cosmo-desk/analiticos)Performance dos atendentes a quantidade de clientes que foram atendidos dentro do SLA definido.


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