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Include Flowouts in SLA Calculation

  • 1.  Include Flowouts in SLA Calculation

    Posted 04-24-2019 12:36
    In the latest Pure Cloud release notes they refer to Flowouts in relation to the SLA calculation. Out company have always wanted to include abandoned calls in our SLA metric but felt it unfair to our scoring that all abandoned are included. Has anyone worked with including flowouts and is this a way to exclude abandoned calls from the metric at a specific second measurement?

    Thanks in advance.
    Ray
    #Reporting/Analytics

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    Ray Richardson
    Werner
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