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Target release13.6.3
Target release date

Status

GreenReleased

Epic

project.expertflow.com JIRAissuekey,summary,issuetype,created,updated,duedate,assignee,reporter,priority,status,resolutionkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bBICP-27

Document owner

Hassan Sohail

Developers

Abraham Lugonzo

QA

 



Release Summary

Excerpt

This release comes with the option of multiple SLA formulas. 


New Features


New SLA formulas

In this release, the application provides two more options to calculate the SLA. The client can set the desired option in the Environment Variables to change the formula calculation method. The two more options are: 

 Ignore abandoned calls: (Calls answered met SL / (Number of calls presented - Number of calls abandoned met SL)) * 100

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