Source note · How contact center platforms define service level and abandon and handle time differently
Genesys Cloud computes Abandon % as (Abandoned count / Offered count) * 100, where Abandon counts end users abandoning an interaction in a queue.
Checked 2026-10-02
- Vendor
- Genesys
- Product
- Genesys Cloud
- Subsystem
- performance views
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- Metric definitions — Genesys · tier 2 current vendor documentation · metric rows Abandon and Abandon %
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-pct. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-gc-abandon-pct
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-gc-abandon-pct,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-gc-abandon-pct},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-gc-abandon-pct},
note = {Source note contact-center-metric-definition-differences-gc-abandon-pct, checked 2026-10-02}
}