Genesys Cloud - Main

Good afternoon!

I understand the abandon interval configuration is set on a global level via Menu > Analytics > Analytics Settings > Interval Configuration.

However, have had one of my Contact Centre leads reach out today that for reporting purposes they would like to be able to report on abandons within SLA and abandons outside of SLA. Other contact centres we have use the current configuration of intervals for short abandon so can't just globally amend the global settings.

Has anybody worked out if it's possible to have variable abandon intervals per queue/division? Or a custom calculation for abandon in or out of SLA? Basically they're wanting "Abandoned in SLA" and "Abandoned out of SLA" columns without having to pull the queue performance detail abandon insights into a spreadsheet. 

Hi Kieran

Not sure if this is currently available, I found the following Aha idea on the Ideas Portal - https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1514 & https://genesyscloud.ideas.aha.io/ideas/WEM-I-442

Would recommended voting on it as its currently under PM Review status.

Regards

Good afternoon!

I understand the abandon interval configuration is set on a global level via Menu > Analytics > Analytics Settings > Interval Configuration.

However, have had one of my Contact Centre leads reach out today that for reporting purposes they would like to be able to report on abandons within SLA and abandons outside of SLA. Other contact centres we have use the current configuration of intervals for short abandon so can't just globally amend the global settings.

Has anybody worked out if it's possible to have variable abandon intervals per queue/division? Or a custom calculation for abandon in or out of SLA? Basically they're wanting "Abandoned in SLA" and "Abandoned out of SLA" columns without having to pull the queue performance detail abandon insights into a spreadsheet. 

Thanks Stephan (and for response on the other thread that I thought had errored before posting!)

Both of these seem to request the same as I am asking, so have voted on both :)

Hi Kieran

Not sure if this is currently available, I found the following Aha idea on the Ideas Portal - https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1514 & https://genesyscloud.ideas.aha.io/ideas/WEM-I-442

Would recommended voting on it as its currently under PM Review status.

Regards

Good afternoon!

I understand the abandon interval configuration is set on a global level via Menu > Analytics > Analytics Settings > Interval Configuration.

However, have had one of my Contact Centre leads reach out today that for reporting purposes they would like to be able to report on abandons within SLA and abandons outside of SLA. Other contact centres we have use the current configuration of intervals for short abandon so can't just globally amend the global settings.

Has anybody worked out if it's possible to have variable abandon intervals per queue/division? Or a custom calculation for abandon in or out of SLA? Basically they're wanting "Abandoned in SLA" and "Abandoned out of SLA" columns without having to pull the queue performance detail abandon insights into a spreadsheet. 

Good afternoon!

I understand the abandon interval configuration is set on a global level via Menu > Analytics > Analytics Settings > Interval Configuration.

However, have had one of my Contact Centre leads reach out today that for reporting purposes they would like to be able to report on abandons within SLA and abandons outside of SLA. Other contact centres we have use the current configuration of intervals for short abandon so can't just globally amend the global settings.

Has anybody worked out if it's possible to have variable abandon intervals per queue/division? Or a custom calculation for abandon in or out of SLA? Basically they're wanting "Abandoned in SLA" and "Abandoned out of SLA" columns without having to pull the queue performance detail abandon insights into a spreadsheet.