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The customer has custom reports that leverage statistics groups. After we upgraded the customer from PureConnect 2018 R3 to 2020 R4, we noticed the following two Server Parameters were affected:
The name of the second Server Parameter changed to QueuePeriodStatisticsServiceThresholds_Moved. The value of the Server Parameter indicates the Server Parameter is obsolete and the configuration has moved to IA -> Server Configuration -> Report Configuration.
- Determined the first Server Parameter (QueuePeriodStatisticsInterval) was moved to IA -> Server Configuration -> Report Configuration -> Reporting Intervals -> Queue/IVR reporting interval (min)
- Reviewed Genesys documentation; found the following articles still referencing the second Server Parameter (QueuePeriodStatisticsServiceThresholds):
- Opened Genesys support case; they continue to refer me to Workgroups -> (workgroup) -> Configure Service Levels
- Genesys does not understand that statistics groups are different than service levels
Need to determine where the configuration for Server Parameter QueuePeriodStatisticsServiceThresholds now resides.
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