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  • 1.  SLA Custom Formula excluding short Abandon

    Posted yesterday

    Hi Team,

    I want to create a custom formula which will give me SLA by removing short abandon call.

    I have already included short abandon in SLA calculation and also set short abandon as 10 seconds at org level, which I don't want to change.

    My SLA at queue level is set as 80% calls should answer in 30 seconds. I am facing issue in SLA calculation when some of calls are getting abandoned between 10 - 30 seconds which I need to exclude it using custom Column formula. How can I do this?

    Regards,

    Mahesh


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    MAHESH
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  • 2.  RE: SLA Custom Formula excluding short Abandon

    Posted yesterday

    Good Day Makesh

    Just a quick question, is there a specific reason why you want to use a custom SLA formula?

    When calculating SLA, you can either include or exclude short abandoned calls from the calulation - https://help.genesys.cloud/glossary/service-level/
    I found the following article on the resource center with a sample formula on how to exclude short abandoned calls from the custom fomula - https://help.genesys.cloud/articles/custom-column-sample-formulas/

    Hope this helps.

    Regards



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    Stephan Taljaard
    EMBEDIT s.r.o
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  • 3.  RE: SLA Custom Formula excluding short Abandon

    Posted yesterday

    Hi Stephan,

    Thank you for your reply.
    The reason for creating a new custom formula is that we have a single instance shared across multiple clients, with separate divisions configured for each client. Since the short abandon setting is configured at the organization level, any change would apply to all clients. Therefore, I am unable to modify the short abandon setting at the organization level.

    I also tried below formula which is giving me SLA excluding short abandon but it also include abandon call which are between 10 - 30 Seconds.

    Custom Column Formula for SLA: (Answer / (Offered - Short Abandoned)) * 100

    I am facing issue in SLA calculation when some of calls are getting abandoned between 10 - 30 seconds which I need to exclude it using custom Column formula. Need help on this. 

    Regards,

    Mahesh



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    MAHESH
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    Original Message


  • 4.  RE: SLA Custom Formula excluding short Abandon

    Posted yesterday

    Hi Mahesh,

    Thanks for the extra detail - that makes sense given the shared-instance/multi-division setup.

    Unfortunately what you're after isn't achievable through a Custom Column Formula on Queue Performance. The formula editor only exposes the standard aggregate fields (Offered, Answer, Abandoned, Short Abandon, etc.), and "Short Abandon" is a single bucket tied to the org-wide threshold - there's no field for "abandoned between 10-30 seconds" you can reference in a formula.

    Genesys does have a more granular Abandon Insights/Abandon Intervals view (Queue Performance -> select queue -> click Abandon %) with configurable buckets under Admin > Contact Center > Analytics > Interval Configuration, but those bucket counts are only viewable in that drill-down view - they're not selectable in the Custom Column Formula builder, so you can't wire them into an SLA calculation that way either.

    The only way to get what you need is at the data layer: pull conversation-level detail via the Analytics API's Conversation Detail query (which gives you the exact abandon time per interaction), then compute your custom SLA logic outside of the built-in performance views - e.g. via a scheduled export into a BI tool.

    This is a known gap. There's an open Aha Ideas request for it here: https://genesyscloud.ideas.aha.io/ideas/DARAR-I-2513 - worth adding your vote/use case to help it get prioritized.

    Regards

    Stephan



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    Stephan Taljaard
    EMBEDIT s.r.o
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    Original Message


  • 5.  RE: SLA Custom Formula excluding short Abandon

    Posted yesterday

    Thank you Stephan for your recommendation. Can you please let me know which API will give me this details.

     Analytics API's Conversation Detail 



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    MAHESH
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    Original Message


  • 6.  RE: SLA Custom Formula excluding short Abandon

    Posted yesterday

    Hi Mahesh

    You can look at using POST /api/v2/analytics/conversations/details/query

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


  • 7.  RE: SLA Custom Formula excluding short Abandon

    Posted yesterday

    Hi MAHESH,

    If your organization's Short Abandon Threshold is set to 10 seconds, then calls abandoned within 0-10 seconds are already excluded from SLA calculations.

    For the scenario you described, where calls are abandoned between 10 and 30 seconds, these calls are typically considered offered contacts and therefore impact SLA because they were not answered within the target.

    To exclude them in a custom calculation, you would need to create a formula that:

    SLA % =  (Answered within 30 seconds/                

                  (Offered Calls - Abandoned Calls between 10 and 30 seconds)) x 100

    Or expressed as:

    SLA % = Answered_Within_30s /(Offered - Abandoned_10_to_30s) * 100

    The key requirement is that your reporting platform must expose a metric for abandoned calls with wait time >10 seconds and <=30 seconds. If such a metric is not available as a reporting field, a custom column formula alone may not be able to identify and remove those contacts from the SLA denominator.

    In that case, you would need either:

    • A separate report metric/filter for abandon duration between 10 and 30 seconds, or
    • A custom data export/calculation outside the standard SLA metric.

    So, technically, what you are looking for is not a change to the Short Abandon Threshold, but a modified SLA denominator that excludes abandons occurring between 10 and 30 seconds.

    Thanks,



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    Francis
    NA
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