Source note · Contact center KPI definitions and calculation
Genesys Cloud does not count flow-outs (transfers to voicemail, callbacks, system transfers to another queue or external party, or exits back to IVR) as abandons.
Checked 2026-09-24
- Vendor
- Genesys
- Product
- Genesys Cloud
- Subsystem
- abandon metrics
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-24
- Checked
- 2026-09-24
Sources
- What type of situations do abandons include in Genesys Cloud? — Genesys · tier 2 current vendor documentation · FAQ answer > flow-outs
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-genesys-flowouts-not-abandons. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-genesys-flowouts-not-abandons
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-genesys-flowouts-not-abandons,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-genesys-flowouts-not-abandons},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-genesys-flowouts-not-abandons},
note = {Source note contact-center-kpis-genesys-flowouts-not-abandons, checked 2026-09-24}
}