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  • 1.  Negative Service Level

    Posted 07-31-2023 10:31
    No replies, thread closed.

    In July the service level for some queues shows a negative percentage, but the June stats were normal. For those negative queues it also shows negative calls for Met SLA.

    What would cause the numbers to appear like this?


    #Unsure/Other

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    Britney Springer
    Zenith Insurance Company
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  • 2.  RE: Negative Service Level

    Posted 07-31-2023 10:41
    No replies, thread closed.

    Good Morning Britney! My team is noticing the same thing at the end of last week and over the weekend. 

    The OVER SLA is showing as higher than the Calls Offered so the SL is showing negative for some queues and during some intervals. Hoping Genesys has a fix in place as it's impacting our totals. 



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    Lusiano Guerrero
    Interstate Gas Supply, Inc.
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  • 3.  RE: Negative Service Level

    Posted 07-31-2023 11:16
    No replies, thread closed.

    Thank you for your response. Good to know it's not just my system. I did notice that it is the week of the 24th's calls that are not accurate for some queues. The rest of the month looked normal on my end. Hopefully Genesys can fix it.



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    Britney Springer
    Zenith Insurance Company
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    Original Message


  • 4.  RE: Negative Service Level

    Posted 08-01-2023 05:14
    No replies, thread closed.

    We seem to have the same problem; do you already have a case open with support?



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    James Dunn
    Pitney Bowes Inc.
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  • 5.  RE: Negative Service Level

    Posted 08-01-2023 05:43
    No replies, thread closed.
    Case #0003342367


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    Thomas Repking
    Canada Life Group Services Limited
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    Original Message


  • 6.  RE: Negative Service Level

    Posted 08-01-2023 06:22
    No replies, thread closed.

    From my own case

    Thank you for opening up a case with us. The incorrect SLA that you are reporting is related to an issue that our development team is currently working on. We have just received an update from Development team that they have a fix that they have had success with and will continue doing testing in lowers. I'll get back to you once they have more information on it being prod ready.



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    Vaun McCarthy
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  • 7.  RE: Negative Service Level

    Posted 08-28-2023 09:29
    No replies, thread closed.

    has this been resolved?



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    Kyle Horton
    SAGE GLOBAL SERVICES LIMITED
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    Original Message


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