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  • 1.  When Service Level Target will be calculated ?

    Posted 11-09-2018 04:55
    No replies, thread closed.
    Hello,

    I have a question regarding the Service Level Target that we configure on the queue, when it will be calculated ? during the call reach the call flow (announcement,...) or when the call ring on the agent phone ?

    Thank you in advance
    #QualityManagement
    #Reporting/Analytics
    #SystemAdministration
    #Telephony
    #Unsure/Other


  • 2.  RE: When Service Level Target will be calculated ?

    Posted 11-09-2018 08:53
    No replies, thread closed.
    Service Level is calculated based upon when an agent answers, not when the interaction alerts (since an agent who is not set to auto-answer may fail to answer the interaction, and the interaction goes back to waiting in queue for another available agent).

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
    ------------------------------



  • 3.  RE: When Service Level Target will be calculated ?

    Posted 11-09-2018 11:08
    No replies, thread closed.
    Thank you George, so you mean that the Service Level will be calculated when the call reach Purecloud (IVR, announcement...etc until it reach agents ?)

    Thank you
    Original Message


  • 4.  RE: When Service Level Target will be calculated ?

    Posted 11-09-2018 12:13
    No replies, thread closed.
    For interactions in PureCloud, Service Level is calculated from the time an interaction enters a queue until it is answered by an agent.

    If there is a flow-out, and it goes to a different queue, the Service Level calculates separately for the new queue.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: When Service Level Target will be calculated ?

    Posted 11-12-2018 02:35
    No replies, thread closed.
    Thank you George, you mean when the interaction arrive to queue (transfer to ACD queue action) and not when it reach the call flow ?

    Thank you
    Original Message


  • 6.  RE: When Service Level Target will be calculated ?

    Posted 11-12-2018 09:16
    No replies, thread closed.
    Yes.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: When Service Level Target will be calculated ?

    Posted 11-12-2018 09:35
    No replies, thread closed.
    Thank you George
    Original Message


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