It would not negatively affect aggregate assuming there was at least one non-0 answered and/or abandoned interval amongst the set. Service level is calculated as the percent of interactions answered within service level objective of (answered + abandoned) interactions. For the 0% row above, what are the values for answered and abandoned?
If both answered and abandoned are zero for an interval, then the answer cannot be 100%. The math for the scenario would result in a 'not defined'/'not a number' result due to the division by 0. If we show 0%, that also is not correct mathematically - perhaps a case to show "-", "NaN", etc. with hover over text on reason. I will pass this thread along to one of our Product Managers.
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Jay Langsford
VP, R&D
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Original Message:
Sent: 04-27-2022 11:35
From: Amber Krueger
Subject: Intraday Monitoring Stats
We've just started using Intraday monitoring. Why does it show 0% for Actual Service Level if no calls came in during the interval? Is that negatively affecting the Aggregate Service Level calculation? Any way to have this show as 100% for the interval if no calls came in?
#Genesys Cloud CX
#Interaction Analytics
#Workforce Engagement Management
#WorkforceManagement
#Other/NotSure
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Amber Krueger
Ultimus Fund Solutions, LLC
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