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  • 1.  Short Abandons - Included in SLA but should not be...

    Posted 02-26-2020 10:37
    No replies, thread closed.
    Hi all,

    We have noticed in PureCloud, that the short abandons are included in the SLA reports, but in my experience, they should not be.  Anyone know if there is a way to get the true abandons in SLA reporitng?  I have even looked at using the Analytics API, but there is no short abandon there either.
    #Reporting/Analytics

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    Michael McQuaid
    AdaptHealth LLC
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  • 2.  RE: Short Abandons - Included in SLA but should not be...

    Posted 02-26-2020 11:01
    No replies, thread closed.
    See this Resource Center article for information on how to exclude short abandons from the Service Level calculation:

    https://help.mypurecloud.com/articles/configure-the-service-level-calculation/

    Other good info:

    https://help.mypurecloud.com/articles/abandon-intervals-metrics-view/

    ------------------------------
    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: Short Abandons - Included in SLA but should not be...

    Posted 02-26-2020 11:21
    No replies, thread closed.

    We have that disabled and it still appears.



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    Michael McQuaid
    AdaptHealth LLC
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    Original Message


  • 4.  RE: Short Abandons - Included in SLA but should not be...

    Posted 02-26-2020 11:38
    No replies, thread closed.
    It is supposed to appear, but not be used in the SL calculation.

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    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Short Abandons - Included in SLA but should not be...

    Posted 03-02-2020 15:08
    No replies, thread closed.
    I am having a similar issue.  It is definitely affecting our SL calculations.

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    Scott Boatman
    SERVPRO
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    Original Message


  • 6.  RE: Short Abandons - Included in SLA but should not be...

    Posted 03-02-2020 15:27
    No replies, thread closed.
    Open a case with Care and show them that even with short abandons turned off for the calculation it is actually being included, so it can be evaluated as a bug by Development.

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: Short Abandons - Included in SLA but should not be...

    Posted 03-03-2020 09:27
    No replies, thread closed.
    Log a care case if you are seeing issues so they can take a look at your org and see if something is going on.

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


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