Prerequisites
  • Analytics > Insight Configurations > Edit permission

Administrators can choose whether to include flow-outs, short abandons, or abandoned calls in their contact center’s service level calculations.

For more information about service level, see the service level glossary term. Service level is visible in several queue-based views and reports, such as the Queues Activity Summary view and Queue Metrics Daily report

For information on how to set the short abandon number of seconds, see Configure abandon intervals for the Abandon Intervals Metric view

Note: This setting applies retroactively. When you change this setting, the service level data for past dates in views and future reports update to reflect the change. The data does not update in any reports that have already run.

To select whether to include flowouts and short abandons in calculations, complete the following steps:

  1. Click Admin.
  2. Under Contact Center, click Analytics.
  3. In the Settings tab, under Service Level Options, enable:
    • Include flowouts in calculation
    • Include short abandons in calculation
    • Include abandons in calculation

    For more information on the service level percentage calculation, see service level glossary term.