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  • 1.  Genesys Formula recommendations

    Posted 08-22-2025 02:36
    No replies, thread closed.

    Good morning, friends.
    I'm asking for formula recommendations in Genesys for a call center telecommunications company.
    1. SL Formulas
    2. Abandon Call & Short Abandon Formulas


    #Forecasting
    #RealTimeMonitoring

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    Ema Massingue
    Manager
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  • 2.  RE: Genesys Formula recommendations

    Posted 08-25-2025 10:17
    No replies, thread closed.

    Hi! 
    All of these can be set in Admin / Contact Center / Calculations. The actual options are to include or not short abandons, flow-outs and regular abandons in the SLA calculation as well as set the Abandon intervals (including short abandon). Which values to choose is up to your business and industry standards. 

    https://help.mypurecloud.com/articles/configure-contact-center-analytics-options/



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    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
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