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  • 1.  Know which calls, email, callbacks or chat meet SLA

    Posted 11 days ago

    Hi team, was searching on the community but was not able to find anything. 

    We have recently change some configuration for our SLA, and now we want to know which calls, emails, callbacks or chats are meeting such SLA and which does not, the percentage per queue is beneficial, but we will like to provide detailed information to the leaders to help them improve, as it could help us understand in which intervals we have the opportunity to improved or behaviors from the techs. 


    #SystemAdministration

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    Santiago Sanchez
    Command Alkon
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  • 2.  RE: Know which calls, email, callbacks or chat meet SLA

    GENESYS
    Posted 11 days ago

    Hi Jairo, 

    There is an idea on the Genesys Cloud Product Ideas Lab to add a column for Over SLA to the interactions view.  I would recommend voting on this and adding your use case to the comments so that it can be considered any future development.

    It is also possible to use the Conversation Aggregate query in the developer tools with groupBy 'conversationid' and metric 'nOverSla' to find the conversations with an over SLA metric (nOverSla: The number of answered interactions that were over the SLA threshold)



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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