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We would like to see a clearer picture about call wait times by understanding what percentage of calls were offered and handled outside of the service level separated by the below speed to answer intervals. Is there a report in Genesys that would show this type of information?I know in analytics we can adjust the abandon buckets but I don't see anything out of the box that I can find for service level. Only ASA which is not breaking it down enough.
Speed to Answer
% of offered calls handled
901 seconds +
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