SLA Abandons

Statistic Name	Description	Function/Formula	API Name
SLA Abandons	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.

Interaction Summary

Interaction Summary by Agent

Interaction Summary by Contact Point

Interaction Summary by Flow

Interaction Summary by Queue

Interaction Detail

Interaction Detail by Contact

Abandoned Channel by Day

Queue Service Level by Day

Service Level by Queue

Performance by Queue

Performance by Channel

Message Detail