Genesys Cloud - Main

We are looking for a report that shows the % answered in 10 seconds, 20 seconds, 30 seconds, up to the 60 second SLA goal. I know this is available in PureConnect but I cannot find it in Genesys Cloud, can someone point out where it is, or do I need to manually run it for every interaction on the queues that we tracking?

Or is it on the roadmap for future generation?

#Reporting/Analytics

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Conor Twomey
American Family Insurance
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That is in there for abandoned, just a bit hidden.  You setup the interval in Analytics in Contact Center, but then you have to view them in Queue View.  Here are some links:

Configure abandon intervals for the Abandon Intervals Metric view - Genesys Cloud Resource Center (mypurecloud.com)

Abandon Intervals Metrics view - Genesys Cloud Resource Center (mypurecloud.com)

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Robert Wakefield-Carl
TTEC Digital, LLC fka Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 03-03-2023 14:47
From: Conor Twomey
Subject: SL Threshold reporting

We are looking for a report that shows the % answered in 10 seconds, 20 seconds, 30 seconds, up to the 60 second SLA goal. I know this is available in PureConnect but I cannot find it in Genesys Cloud, can someone point out where it is, or do I need to manually run it for every interaction on the queues that we tracking?

Or is it on the roadmap for future generation?

#Reporting/Analytics

------------------------------
Conor Twomey
American Family Insurance
------------------------------