Genesys Cloud - Main

Wanting to poll the community.  How is your call center measuring service level?  See pic below for context.

1.  Do not include abandons, short abandons, or flowouts
2.  Include abandons but NOT short abandons or flowouts
3.  Include regular and short abandons but NOT flowouts
4.  Include abandons and flowouts but NOT short abandons
5.  Include all three
6.  Another combination

#Reporting/Analytics

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Jamie Graves
American Specialty Health
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Option 4 for our company.
- Short abandons are configured as <= 10 seconds. 
- 80/20 rule 

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Monique
System Administrator
Messer LLC
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Great thread Jamie!  I'd love to also hear about additional ideas of other ways companies would love to be able to configure their SLA.  I'm already planning out a feature where emails can have their SLA threshold be based on email response duration instead of answer duration.  https://genesyscloud.ideas.aha.io/ideas/ANLS-I-607  I'm also planning out a feature where custom calculations can be defined in an org which can be used to design your own custom formula.  https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1020

Expanding out the capabilities of these tools is high on my radar.  This is a great time for feedback.

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Ryan Legner
Staff Product Manager, Genesys Cloud CX
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