Genesys Cloud - Main

Hi,

I understand that short-abandon thresholds are set globally in Genesys in admin>analytics>interval-configuration.

Is there a way of setting abandon thresholds per queue? We have different time-to-respond thresholds per queue, therefore the single short-abandon threshold isn't helpful for monitoring abandon-no-short volumes across different queues.

thanks

Hi Stuart,

You are correct: Short Abandon parameter is global, and it is set on the Org level. This parameter is applied and used for all the Queues. You can then include or exclude Short Abandon calls in the Service Level calculation. 

On a Queue level, you can configure Service Level Target (seconds) and Service Level. 

Hi Stuart, although probably not something you're interested in, there is at least one AppFoundry partner out there who's reporting product can make use of each of these intervals to essentially come up with your own short abandoned per queue. e.g. one queue's short abandoned may be the 1st interval, but another queue may be the 2nd.