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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Original Message:
Sent: 08-22-2025 02:36
From: Ema Massingue
Subject: Genesys Formula recommendations
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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