Genesys Cloud - Main

Hello everyone,

I have two questions about the update interval in Genesys views for calculated SLAs and deterrence:

• Do you know Genesys' calculation rules for SLA updates? How often are they performed? Every minute? Every 15 minutes? Every 30 minutes? Given the schedule, I tend to believe it is every 15 minutes.

I couldn't find a specific answer about this update interval in the Genesys help section.

• Is it the same for calculating deterrence? Is it every 15 minutes? 

#SLA #QueuesPerformanceView #RealTimePerformanceViews

Thanks in advance.

Regards,

Good Day Mamadou

According to my understanding the interval is 30 minutes, unless I am not understanding the question correctly.

This also provides more information regarding the SLA calculation options - https://help.mypurecloud.com/glossary/service-level/#:~:text=Service%20level%20target%20is%20a,answered%20within%20the%20SLA%20threshold.

Found this in the community as well - https://help.mypurecloud.com/glossary/service-level/#:~:text=Service%20level%20target%20is%20a,answered%20within%20the%20SLA%20threshold.

Regards