CCA Default Service_Factor Metric

[cavagnaro]

Hi guys
A question here.
CCA as you may remember have by default a SF metric created already inside the Views its provides for RP and Queue objects.
However, in DMA this metric doesn't exists.
Which makes me think that it is ETL processes who creates this metric within the Views when first started.


Does anyone knows exactly how this works? The logic behind it?
CCA no longer has support so asking Genesys is not an option. Hope someone remembers it.


My issue, a CCA installed is not creating this metric and in another would like to add some other custom SF with a different Threshold


Regards