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  • 1.  Genesys' calculation rules for SLA updates

    Posted 12-19-2025 08:57
    No replies, thread closed.

    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,


    #Reporting/Analytics

    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------


  • 2.  RE: Genesys' calculation rules for SLA updates
    Best Answer

    Posted 12-19-2025 10:03
    No replies, thread closed.

    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



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------



  • 3.  RE: Genesys' calculation rules for SLA updates

    Posted 12-20-2025 09:46
    No replies, thread closed.
    Good morning!
     
    Just to complement Stephan's response:
    the calculation interval is 30 minutes, while the field itself is updated in real time, on an interaction-by-interaction basis.
     
    For example:
     
    The first interaction is answered within the SLA, and the indicator is updated immediately.
    Shortly after, a second call is not answered within the SLA, and the indicator is updated again to reflect this new interaction.

    In other words, although the SLA is calculated over a 30-minute window, the impact of each interaction is reflected in real time in the view.


    ------------------------------
    Elisson Fernandes
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    Original Message


  • 4.  RE: Genesys' calculation rules for SLA updates

    Posted 12-23-2025 04:30
    No replies, thread closed.

    Good day Elisson,

    Thank you for your return. Based on my investigations, here is some additionnal explanation : 

    Generally we call this "near real-time". The system processes these notifications as fast as its able and the data will make it to the end user once all the systems along the chain have done their job. The actual timing depends on the load on the region at the time, the lag on the user's internet connection, and the speed in which the user's machine can process the notification.

    Regards,



    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------

    Original Message


  • 5.  RE: Genesys' calculation rules for SLA updates

    Posted 12-23-2025 04:22
    No replies, thread closed.

    Hello Stephan,

    Thanks for your contribution. Yes, I saw in the performance views that the interval is 30 minutes, but I wanted to know the SLA update time. In other words, how often this indicator is updated. 



    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------

    Original Message


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