SLA Abandoned

Statistic Name	Description	Function/Formula	API Name
SLA Abandoned	Select either: Ignore Abandons (Filter Out / Exclude Short Abandons) - If selected, abandons that occur within the specified Abandon Threshold are excluded from the SLA calculation. Count Against SLA (Include short abandons against/ in SLA) - If selected, abandons are counted against SLA. In other words, abandoned interactions negatively impact the SLA.

Included in the following data sets:

Note: Some functions/formulas for this information may not be available.

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