Customize SLA Configuration for Abandoned Chats / Calls | Assembled Workforce Management

Customize SLA Configuration for Abandoned Chats / Calls

Azure Raven

Many businesses will choose to measure SLA differently with the denominator either being interactions offered of interactions answered (abandoned excluded) or only excluding abandons after a certain duration.

It would be great to be able to configure this for each queue

October 4, 2022

Lavender Hawk

For our clients, we report SL with short abandons removed. Would love to be able to configure this within Assembled so we could use Assembled's displayed Service Level rather than having to calculate it externally.