How does Genesys Cloud recalculate service level changes for reporting data?

• A. For reports, any report generated after the service level change will use the updated calculation.
• B. Only future reports after the change will reflect the update; past data remains unchanged.
• C. All existing reports update automatically.
• D. The change has no effect on reported service level calculations.

Answer: (C)

When you update how service level is calculated in Genesys Cloud, the system reprocesses the data so every record is evaluated using the new rule. This means historical data in existing reports gets recalculated to align with the updated calculation, not just future data. The result is consistent reporting across all time periods, so you aren’t looking at numbers based on two different definitions. In practice, the change applies automatically to all existing reports, though very large datasets may require some processing time to complete.