Source note · How contact center platforms define service level and abandon and handle time differently
Genesys Cloud abandon intervals default to column A (Short) under 6 seconds, then B 6-20, C 20-40, D 40-60, E 60-120, F 120-240 and G over 240 seconds.
Checked 2026-10-02
- Vendor
- Genesys
- Product
- Genesys Cloud
- Subsystem
- analytics settings
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- Configure contact center analytics options — Genesys · tier 2 current vendor documentation · section Configure abandon intervals
Cite this note
APA
WarmTransfer. (2026, October 2). How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-gc-abandon-int. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-gc-abandon-int
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-gc-abandon-int,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-gc-abandon-int},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-gc-abandon-int},
note = {Source note contact-center-metric-definition-differences-gc-abandon-int, checked 2026-10-02}
}