Hello Sujatha! The change came back in January when we released new UI updates for this area. It's in the Jan 10 release notes. https://help.mypurecloud.com/2024/01/?post_type=releasenote
With the UI updates, we did not make any changes to the org configurations so if you're planning on making a change, be aware that this could impact your reports. The setting can be easily changed back. The impact these settings have on your SLA is outlined here: https://help.mypurecloud.com/glossary/service-level/
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Ryan Legner
Staff Product Manager, Genesys Cloud CX
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Original Message:
Sent: 07-30-2024 16:40
From: Sujatha Ganapathy
Subject: Service Level Calculations
Service Level Calculation is configurable - with a slider to include or exclude short calls and abandons in the formula.
Not sure which release this change happened, where i see more properties for data masking.
I also noticed that it the options to choose became a check box instead of slider.
And these turned to "off" from "on" on the abandons. Trying to understand if this was a feature by purpose and if its ok to change it back to ON without issues.
Did you experience this in your environment, what did you have to do ?
#Reporting/Analytics
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Sujatha Ganapathy
Connect Holding LLC
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