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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. |
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