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  • 1.  Service Level Calculations

    Posted 07-30-2024 16:40
    No replies, thread closed.

    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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  • 2.  RE: Service Level Calculations
    Best Answer

    Posted 07-31-2024 09:02
    No replies, thread closed.

    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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