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  • 1.  Number of calls that missed service level

    Posted 02-01-2019 12:31
    No replies, thread closed.
    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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  • 2.  RE: Number of calls that missed service level

    Posted 02-03-2019 18:06
    No replies, thread closed.
    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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    Original Message


  • 3.  RE: Number of calls that missed service level

    Posted 02-04-2019 14:05
    No replies, thread closed.
    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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    Original Message


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