Configure Operations settings

Operations Settings (/ops/settings) groups controls into Queue Defaults, Escalation Routing, SLA Thresholds, and Ops Alerts.

Review the current value and downstream effect before changing anything. Choose Save Changes only after confirming the intended scope; Discard drops the draft.

warning

Queue and SLA changes affect routing, ownership, alerts, and reporting for other agents. Record the reason, owner, effective time, monitoring plan, and rollback trigger. Stop or revert if cases are misrouted or alerts disappear unexpectedly.