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  • 1.  Percentage answered calls excluding short abandons

    Posted 02-24-2023 03:42
      |   view attached
    No replies, thread closed.

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

    Regards. 


    #Reporting/Analytics

    ------------------------------
    Jose Cembellin
    Aryse Comunicaciones S.L.
    ------------------------------


  • 2.  RE: Percentage answered calls excluding short abandons

    Posted 02-24-2023 09:35
    No replies, thread closed.

    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 :-) 



    ------------------------------
    TatjanaKnezevic

    www.startelecom.cloud

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

    Original Message


  • 3.  RE: Percentage answered calls excluding short abandons

    Posted 10-03-2023 04:26
    No replies, thread closed.

    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



    ------------------------------
    Jacek Ronczka
    Majorel Polska Sp. z o.o.
    ------------------------------

    Original Message


  • 4.  RE: Percentage answered calls excluding short abandons

    Posted 10-03-2023 08:43
    No replies, thread closed.

    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,



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

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

    Original Message


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