That is great to hear! I recently completed the Reporting and Analytics training class and was 99.9% sure I was told it would impact the historical reporting in Genesys, when I looked at Queue Performance screens. While taking the class I noticed that our Short Abandon threshold was not set correctly and we are going to fix it so it was correct going forward but we were concerned about having to remember why things might look different in Genesys history compared to our homegrown API reports. Looks like it won't be an issue.
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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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Original Message:
Sent: 09-26-2024 06:43
From: Samuel Jillard
Subject: Are service Level definition changes under analytics retroactive?
Hi Karel,
Changes to the service calculations do not update retroactively and only change from the next interval after you save the changes.
If you need to backwards calculate it, you would need to get the data via the API and calculate externally using the following: service level
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 09-25-2024 11:30
From: Karel Van de Velde
Subject: Are service Level definition changes under analytics retroactive?
I'd like to know, when changing the service level definition under Analytics (include short abandons and flow-outs), will this be a retro-active change, changing service level calculation for all past data?
Same question applies for changing at queue level (e.g. change the 80%/20 sec) value.
Thanks for any input on this.
#Reporting/Analytics
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Karel Van de Velde
DDM Consulting NV
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