Open a case with Care and show them that even with short abandons turned off for the calculation it is actually being included, so it can be evaluated as a bug by Development.
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 03-02-2020 15:07
From: Scott Boatman
Subject: Short Abandons - Included in SLA but should not be...
I am having a similar issue. It is definitely affecting our SL calculations.
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Scott Boatman
SERVPRO
Original Message:
Sent: 02-26-2020 11:37
From: George Ganahl
Subject: Short Abandons - Included in SLA but should not be...
It is supposed to appear, but not be used in the SL calculation.
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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 02-26-2020 11:20
From: Michael McQuaid
Subject: Short Abandons - Included in SLA but should not be...
We have that disabled and it still appears.
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Michael McQuaid
AdaptHealth LLC
Original Message:
Sent: 02-26-2020 11:00
From: George Ganahl
Subject: Short Abandons - Included in SLA but should not be...
See this Resource Center article for information on how to exclude short abandons from the Service Level calculation:
https://help.mypurecloud.com/articles/configure-the-service-level-calculation/
Other good info:
https://help.mypurecloud.com/articles/abandon-intervals-metrics-view/
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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 02-26-2020 10:36
From: Michael McQuaid
Subject: Short Abandons - Included in SLA but should not be...
Hi all,
We have noticed in PureCloud, that the short abandons are included in the SLA reports, but in my experience, they should not be. Anyone know if there is a way to get the true abandons in SLA reporitng? I have even looked at using the Analytics API, but there is no short abandon there either.
#Reporting/Analytics
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Michael McQuaid
AdaptHealth LLC
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