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  • 1.  Genesys' calculation rules for SLA updates

    Posted 2 days ago

    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 2 days ago

    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
    ------------------------------

    Original Message


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

    Posted 19 hours ago
    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
    ------------------------------

    Original Message


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