Hello Everyone. I am trying to understand how thresholds for historical reports are configured. I'm working with an AACC 6.2. I noticed that for the particular skillset that I am running reports for has no service level threshold or short call numbers setup under Configuration/Threshold Classes. I thought I read somewhere that those numbers were used to determine the levels used in historical reports and the others were used for real time stats. I have supervisors trying to understand the point at which a call is considered abandoned after threshold and I need to give them a solid answer. Any help is much appreciated.
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