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  • 1.  Service Level Calculation

    Posted 04-09-2019 06:26
    No replies, thread closed.
    In Purecloud as the calculation is taking abandons into the calculation the issue here is short Abandons can skew the overall service level.

    Is there a way to change the service level to be the following?

    (Number of answered interactions - the number of answered interactions that miss the service level target)/ (Number of answered interactions)*100

    Or is there a way to excluded short abandons. ?

    Also can the short abandon threshold be increased if needed. ?

    ​
    #Unsure/Other

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    Roisin floyd
    Wren Data Ltd.
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  • 2.  RE: Service Level Calculation

    Posted 04-09-2019 13:16
    No replies, thread closed.
    No, there is not a way (that I know of) to change the built-in service level calculation or the amount of time before a call is considered an abandon.

    You would need to use something like PureInsights, I think (AppFoundry) and create your own calculation to display/use in reports.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


  • 3.  RE: Service Level Calculation

    Posted 03-29-2021 08:23
    No replies, thread closed.
    Are you referring to : Admin > Contact Center Section - Analytics > Flow: Short Disconnect Time. There is a field there to manually change what is considered a short disconnect.

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    Angel R.
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    Original Message


  • 4.  RE: Service Level Calculation

    Posted 03-30-2021 08:20
    No replies, thread closed.
    You can exclude abandoned calls by going to Admin >>Contact Center>>Analytics and turning off the toggle "Include Abandons in Calculation" under Service Level Calculation Options.

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    Penny Petrie
    Camis Inc
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    Original Message


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