The current state is negatively affecting the account Cornell Scott Hill and this enhancement would address their concerns

Proposed Feature & WorkflowExpand the Metric Settings tab in Queue Administration to include a target SLA percentage field, and surface this value across RingCX Analytics and Real-Time Dashboards.A. Admin UI ModificationsNavigate to: Admin > Routing > Voice Queues & Skills > [Queue Name] > General > Metric SettingsCurrent Fields:Short Abandon Time (seconds)SLA Time (seconds)Short Call Time (seconds)Long Call Time (seconds)Proposed Additions:Target SLA Percentage (%): [Integer Input, range 1–100, Default: 80]Field Description: Set the operational target percentage of calls to be answered within the SLA Time.B. Analytics & Reporting EnhancementsNew Standard Metrics:Target SLA %: Inherited directly from Queue Metric Settings.SLA Variance: Standard calculation defined as [Actual SLA %] - [Target SLA %].Real-Time Widget Integration:Allow Real-Time Queue Summary widgets to evaluate status using the queue's configured Target SLA %.Support dynamic conditional formatting (e.g., display Green when Actual SLA % $\ge$ Target SLA %, Amber when within 5%, Red when breached).

Business Problem Statement
RingCX currently allows administrators to configure the target SLA Time (seconds) per queue, but lacks an administrative configuration field for Target SLA Percentage.

Without a target percentage setting:

Supervisors cannot see at a glance whether a queue is meeting its operational goal.

Analytics widgets require manual, static threshold configurations rather than inheriting queue-level SLAs.

Different queues with different performance goals (e.g., VIP Tier at 90/10 vs. Standard Tier at 80/30) cannot be evaluated dynamically against their respective target baselines.

The Current RingCX LimitationIn RingCX queue metric management:Admins set SLA Time (e.g., 30 seconds).The system tracks calls as SLA Pass (answered $\le 30$s) or SLA Fail (answered $> 30$s).Analytics calculates actual performance:$$\text{Actual SLA \%} = \left(\frac{\text{SLA Pass}}{\text{Total Answered} + \text{Total Abandoned}}\right) \times 100$$The Gap: Because there is no Target SLA % field in the administration settings:Reports show what happened, but cannot evaluate whether that performance passed or failed organizational expectations.Supervisor real-time widgets cannot dynamically highlight queues that are below target unless arbitrary static percentage thresholds are manually set widget-by-widget in Analytics.Historical reporting lacks variance metrics to highlight underperforming queues across varying business SLAs (e.g., 90/10 VIP queues vs. 70/60 general queues).

Executive Summary-In RingCX, queue configuration under Routing > Voice Queues > Metric Settings allows administrators to define SLA Time (the time-to-answer threshold in seconds). However, it lacks a dedicated field to configure the Target SLA Percentage (the goal percentage of interactions that should meet that threshold, such as 80% or 90%).While RingCX measures actual answered interactions against the time threshold to produce an achieved SLA percentage (e.g., "72% answered within 30 seconds"), the platform lacks awareness of the organization's target goal. As a result, managers cannot perform target-versus-actual variance reporting, configure automated breach alerts, or utilize dynamic target-based visual indicators without manual workarounds.Industry Standard Requirements vs. Current RingCX Capability1. The Industry Standard ModelAcross contact center operations, a Service Level Agreement (SLA) is defined by two linked parameters:$$\text{SLA Definition} = (\text{Target SLA Percentage } [P_{\text{target}}], \text{Target Time threshold } [T_{\text{target}}])$$Time Threshold ($T_{\text{target}}$): The maximum queue wait time (e.g., 20 seconds, 60 seconds).Target Percentage ($P_{\text{target}}$): The operational commitment goal (e.g., 80%, 90%).In standard CCaaS reporting and management tools (e.g., Genesys Cloud, NICE CXone, Five9), both values are configured per queue. This dual-configuration enables:Target vs. Actual Variance Tracking: Calculating operational adherence:$$\text{SLA Variance} = \text{Actual SLA \%} - \text{Target SLA \%}$$Dynamic Supervisor Dashboards: Automatically coloring queue widgets Green (at or above target percentage), Amber (within warning tolerance), or Red (breaching target percentage).Automated Real-Time Alerts: Triggering supervisor notifications or agent re-routing when real-time SLA falls below the configured target percentage.