Hello George and Darlene
Wishing you are well and thank you very much for providing guidance and sharing your knowledge.
I understand the SLA is calculated based on the information
https://help.mypurecloud.com/glossary/service-level/ my question is which metric contributes to the service level target. e.g. if the SLA is 80/20? Do we use the Total Queue (tACD) time to determine whether the call is within SLA, or is there another metric included in SLA?
For this example, let's assume no flow-outs, no queue changes, and no short-abandoned.
The reason for this investigation is
1. A client asked for a report, how many/which calls outside SLA? I assumed I would filter on the total queue column (outside SLA IF Total Queue > 20 seconds).
2. During testing, I placed 6 calls to the queue. 4 I answered within SLA, but my SLA is at 33%
3. I believe the client has changed SLA's recently, maybe more than once, and this could be affecting results.
Secondly
If the SLA was changed on the queue (in the queue settings), does this change reports retrospectively? For example, if my previous SLA was 80/20, and my new SLA is 80/30 and my historical data (before SLA change) has 6 calls. 2 answered in 10 seconds, 2 answered in 22 seconds, and 2 answered in 40 seconds.
If I run my report before the change and after, should the results change? Or is the SLA calculated at the time of the call and then set to the conversation object?
Apologies for the long response, and I greatly appreciate your support.
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Thanks and regards
Samuel Polgar
CVT (Global) Pty Ltd
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Original Message:
Sent: 05-05-2020 18:00
From: Darlene Oordt
Subject: Service Level Calculation - when does it start?
There's options around how service level is calculated and whether you want to include short abandons or not. Please refer to the following articles in the resource center:
https://help.mypurecloud.com/glossary/service-level/
https://help.mypurecloud.com/articles/configure-the-service-level-calculation/
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Darlene Oordt
Sr Director, Product Management
Genesys - Employees
Original Message:
Sent: 05-05-2020 10:44
From: George Ganahl
Subject: Service Level Calculation - when does it start?
Total Queue counts all the time an interaction spends waiting in queue, yes. Be aware that it is the total, so if a call is answered in one queue, then transferred to another queue, Total Queue will be how long it spent waiting in both queues, with no granularity for how long it spent in each queue (though you can see that in the Timeline).
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 05-05-2020 06:25
From: Samuel Polgar
Subject: Service Level Calculation - when does it start?
Hello George
Hope you are keeping well.
I am stuck on this one and if possible would very much like to ask for your assistance.
You mentioned The count starts when the interaction enters the queue.
Is that the time tACD (Total Queue) column?
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Thanks and regards
Samuel Polgar
CVT (Global) Pty Ltd
Original Message:
Sent: 01-03-2019 14:00
From: George Ganahl
Subject: Service Level Calculation - when does it start?
The count starts when the interaction enters the queue.
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George Ganahl CCXP, GCA
Principal Program Manager
Genesys
Original Message:
Sent: 01-03-2019 13:57
From: Kymberli O'Hagan
Subject: Service Level Calculation - when does it start?
Hello,
We have a Service Level goal of 80/20 and since moving into PureCloud we have noticed a drastic drop in our Service Level percentage for some business units.
Do we know when the seconds start counting? Is it as soon as the interaction enters the system - or when it enters the queue? At the moment.. it appears that interactions have a duration of roughly 15 seconds as they enter a queue and presenting to an agent, so with if no agents are idle for that call, we have only 5 seconds before we have missed the target.
If anyone has any info that would help with understanding when the count starts, it would be greatly appreciated.
thanks!
#Reporting/Analytics
#Routing(ACD/IVR)
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Kymberli
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