Genesys Cloud - Main

It seems Answer% is calculated including all abandons calls. It is possible excluding short abandoned calls automatically in this calculation?

Regards. 

#Reporting/Analytics

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Jose Cembellin
Aryse Comunicaciones S.L.
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Hi Jose,

Yes, the details on how to set Analytics settings can be found at https://help.mypurecloud.com/articles/configure-the-service-level-calculation/ 

Hope this helps :-) 

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TatjanaKnezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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Hello Jose,

I have the same problem. When changing the settings as advised by Tatiana, only SL calculation is corrected (short abandons are not included).

Did you resolve this somehow?

regards,

Jacek

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Jacek Ronczka
Majorel Polska Sp. z o.o.
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Hi @Jose Cembellin, 

Short abandons can be included or excluded from SLA calculation only. Please refer to https://help.mypurecloud.com/articles/configure-the-service-level-calculation/ for more details. 

The metric Answer% is the percentage of offered interactions that an agent answered and calculated by:  (Answered / Offered) * 100. 

Thanks,

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Tatjana Knezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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