How are Service Level (SL) % metrics calculated for CGR?
The SL % is calculated based on the interactions that are answered during the span of 30 minutes preceding the time the routing system calls the analytics API to run a CGR rule. If there are no interactions in the 30 minutes, the SL % cannot be calculated. As a result, the CGR rule evaluation will fail and routing will move to the next CGR rule evaluation, if available.
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