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  • 1.  Service Level Metrics

    Posted 10-23-2018 09:04
    No replies, thread closed.
    ​Hi There,

    Can someone tell me if the Service Level performance metric is including interaction time in IVR? I believe my service level metrics aren't quite accurate and I am trying to figure out why. We are new to Purecloud so trying to calibrate this new reporting system.

    Thanks.
    #Reporting/Analytics

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    Julie Green
    Sentinel Benefits & Financial Group
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