Source note · Contact center KPI definitions and calculation
Genesys Cloud reports service level in the interval when a conversation is answered, not when it entered the queue, and operating hours are not considered.
Checked 2026-09-24
- Vendor
- Genesys
- Product
- Genesys Cloud
- Subsystem
- service level calculation
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-24
- Checked
- 2026-09-24
Sources
- service level (glossary) — Genesys · tier 2 current vendor documentation · service level glossary entry > note
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-genesys-sl-answer-time-attribution. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-genesys-sl-answer-time-attribution
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-genesys-sl-answer-time-attribution,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-genesys-sl-answer-time-attribution},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-genesys-sl-answer-time-attribution},
note = {Source note contact-center-kpis-genesys-sl-answer-time-attribution, checked 2026-09-24}
}