Source note · Contact center KPI definitions and calculation
Genesys Cloud service level is conversations answered within the target divided by the conversations included, and three org-level toggles control inclusion: abandons, short abandons and flowouts. Included abandons and flowouts count as missing the target.
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 > configuration options
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-genesys-sl-toggles. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-genesys-sl-toggles
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-genesys-sl-toggles,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-genesys-sl-toggles},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-genesys-sl-toggles},
note = {Source note contact-center-kpis-genesys-sl-toggles, checked 2026-09-24}
}