Genesys Cloud - Main

Is it possible to find this metric from Queue performance or other PureCloud reporting? 
I cannot seem to locate anywhere that tells me - out of all calls answered, how many were answered within SL.

thanks :)
#Reporting/Analytics

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Kymberli O'Hagan
Alberta Motor Association
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I don't know of a direct method. You'd probably have to work backward from the data in the Queue Performance view:

If you export to CSV you can take the total number of calls Answered and subtract out the number indicated by the SL% to arrive at how many were not answered in the SL interval.

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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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I will look for the report... but it would be all calls with Call Wait Time > Service Level target.  I would download Detailed Interactions and try to find this... I will test it and send you what I find.

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David Hartt
COFIROUTE USA,LLC
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