I manage reporting for a large BPO. We have a strict Service Level Agreement (SLA) with our client of eighty percent of calls answered in twenty seconds. We also have a “Short Abandon” threshold set to five seconds. When I pull the aggregate metrics using the Analytics API, the oServiceLevel calculation seems to penalize us for calls that abandon after six seconds. The client argues that since the caller abandoned before the twenty-second target, it should not count against the SLA. Is there a way to configure the Analytics API to completely exclude all abandoned calls from the Service Level denominator, or do we have to calculate this formula manually using the raw metric counts?
I automate all our reporting. You do not have to calculate this manually! The Genesys Cloud analytics engine allows you to customize the Service Level formula. You cannot do it directly in the API request, though. You must go into the Genesys Cloud Admin UI, navigate to Analytics, and find the “Service Level” configuration. There is a specific checkbox there labeled “Include Abandons in Service Level Calculation”. If you uncheck that box, the oServiceLevel metric returned by the API will automatically exclude all abandons from the denominator.
Hey guys! the reporting sometimes. Just a heads up, if you change that setting in the Admin UI, it changes the calculation for the entire organization! If you have multiple queues and some clients want abandons included while others do not, you cannot use the global setting. In that case, 's trick will not work for you. You will have to pull the raw tAnswered and tAbandon metrics from the API and write a custom SQL query to calculate the specific SLA formula for each queue individually.
I have seen this cause major billing disputes! To expand on 's warning, if you do end up calculating it manually, remember that the tAnswered metric includes calls that were answered after your twenty-second threshold. Your custom formula must specifically use the tAnswered counts from the tAnswered metric buckets (e.g., the counts in the first 20 seconds) divided by the total offered calls minus the total abandoned calls. It gets very complex, which is why most people just rely on the built-in oServiceLevel and accept the standard formula!