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Excerpt
The Set SLA applet sets the service level agreement (SLA) for interactions that are routed through the applet. Use the applet with the Universal Contact Distributor (UCD) applet, which routes interactions to agents in line with the specified SLA—the UCD applet tries to route interactions that are due to breach their SLA sooner than other interactions. For more information about the UCD applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
The Set SLA applet also works with the Skill Tagger applet, so not only does the UCD take into account the SLA for the interactions, but also the skills of the agents who receive the interactions. For more information about the Skill Tagger applet, see Skill Tagger applet.

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