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  • 1.  Impact of Modifying SL Indicator Calculation on Historical Data

    Posted 05-12-2025 08:44
    No replies, thread closed.

    Hello everyone,

    Quick question: When we modify the calculation of the SL indicator, what is the impact on historical data? Is there an update to the SL value historically, or does it only modify future values?

    thanks all for your help,


    #Calculations
    #Metrics

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    Arnaud
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  • 2.  RE: Impact of Modifying SL Indicator Calculation on Historical Data
    Best Answer

    Posted 05-12-2025 09:37
    No replies, thread closed.

    Hi Arnaud,

    It only calculates for new interactions going forwards and doesn't reprocess the historical data to update the SL.

    For example, I did a test call at 2:25pm with an 80/20 SL, then did another call at 2:30pm with a 90/20 SL



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Impact of Modifying SL Indicator Calculation on Historical Data

    Posted 05-12-2025 09:59
    No replies, thread closed.

    hi Samuel,

    thanks for your answer, is most clear for me, 

    but I think I wasn't precise enough in my request. I was talking about modifying the SL options (in Contact Center - Analytics). When we change the options like "include flowout, abandon, short...", once modified, do they have an impact on historical data ?



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    Arnaud
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    Original Message


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