Source note · Contact center KPI definitions and calculation
Genesys Cloud Handle (AHT) sums talk, hold and after-call work, plus dialing and contacting time for outbound, divided by the number of interactions handled.
Checked 2026-09-24
- Vendor
- Genesys
- Product
- Genesys Cloud
- Subsystem
- analytics metrics
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-24
- Checked
- 2026-09-24
Sources
- Metric definitions — Genesys · tier 2 current vendor documentation · tHandle / Handle definition (reported under Workitems metrics section)
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-genesys-handle-components. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-genesys-handle-components
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-genesys-handle-components,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-genesys-handle-components},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-genesys-handle-components},
note = {Source note contact-center-kpis-genesys-handle-components, checked 2026-09-24}
}