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Hi Katie, here are some thoughts on your three questions:1. what do do about channel surfing. unfortunately, this is the new normal in many centers. As customers try to contact us in as many ways possible to either get the best answer or the fastest one. One thing to evaluate is your email Service goal. If your response time goal is too long, or not clearly stated, customers will reach out to other channels.2.ASA best practice- there is no industry standard but you can evaluate your abandon rate threshold with the idea of having your ASA goal slightly lower than that. to see that in Genesys cloud you have to set your goal ranges in the Call Center/Analytics and to view the results go to queue performance and click on the magnifying glas in the summary row in the abandon rate column.3. FCR is a bit of a challenge. If you are using a seperate CRM, you could track interactions in that tool. Have have also seen some customers use ACW codes in an attempt to get close to it.4. interval summaries- there is not a native report for summarizing multiple days worth of the same interval in GC. You could however, export the data and summarize in excel. You can also export the average of up to 8 weeks of summary day data out of the WFM forecast screen by selecting your weeks in source data, then exporting to forecast .Best,
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