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  • 1.  API for Historical SLA Reporting into Tableau

    Posted 12-08-2020 15:01
    No replies, thread closed.
    Anyone know how to get historical SLA reporting from Cloud into Tableau? My BI team has been able to build Tableau reports for AHT, Calls Offered, Handled, Abandon %, etc; but they can't seem to find the SLA in the API data.
    #ArchitectureandDesign
    #Integrations
    #Reporting/Analytics

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    Chris Herrmann
    Mortenson Family Dental
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  • 2.  RE: API for Historical SLA Reporting into Tableau

    Posted 12-08-2020 16:10
    No replies, thread closed.
    Hi Chris

    I may be wrong but suspect SLA is calculated at "runtime", ie in the case of performance views for queues will be based on the queue(s) selected and their individual SLA targets.

    So not necessarily available in the APIs.

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    Vaun McCarthy
    NTT New Zealand Limited
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    Original Message


  • 3.  RE: API for Historical SLA Reporting into Tableau

    Posted 12-09-2020 13:00
    No replies, thread closed.
    Thank you Vaun that is helpful and makes sense. Any help on where I could get historical data and how to get it into Tableau?

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    Chris Herrmann
    Mortenson Family Dental
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    Original Message


  • 4.  RE: API for Historical SLA Reporting into Tableau

    Posted 12-09-2020 13:31
    Edited by Vaun McCarthy 12-09-2020 13:31
    No replies, thread closed.
    I'd probably suggest asking on the developer forum Chris.  In a brief look just now it looks like Met and Over SLA metrics and a separate SLA metric is available.

    The query on this particular post might be a good starting point for you:

    https://developer.mypurecloud.com.au/forum/t/media-type-voice-vs-callbacks/1743

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    Vaun McCarthy
    NTT New Zealand Limited
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    Original Message


  • 5.  RE: API for Historical SLA Reporting into Tableau

    Posted 12-10-2020 08:18
    No replies, thread closed.
    Like what Vaun said, if you can pull the Met SLA and Over SLA data into your tableau data, you can create our own formula to create SLA%.

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    Penny Petrie
    Camis Inc
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    Original Message


  • 6.  RE: API for Historical SLA Reporting into Tableau

    Posted 04-19-2021 11:14
    No replies, thread closed.
    Hi Chris, 
    Not sure this is of us to you as the thread is from last year. The Genesys APIs are fantastic. Yes you can get the information we currently have this for our clients in our custom report app and raw data. 

    Kind Regards

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    warren beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
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    Original Message


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