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Outgoing Settings		Incoming Settings		Service Level		Assign Agents

3. Service Level Step 3 of 4

In order for you to keep track of how well messages are being answered, it is importantant to set a Service Level for each Queue. This Service Level documents the timeframe within which you would like to have answered messages in this queue. -- select one -- 2 hours 4 hours Messages older than this service time will show up in red on the INBOX queue status bar. In addition, when messages are older than this service level they will be counted as old tickets in reports.