Source note · How contact center platforms define service level and abandon and handle time differently
Genesys Cloud warns that Avg Talk plus Avg Hold plus Avg ACW does not equal Avg Handle because only some interactions include holds.
Checked 2026-10-02
Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds.
- 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 · note near Avg Handle column definitions
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-avg-not-sum. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-gc-avg-not-sum
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-gc-avg-not-sum,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-gc-avg-not-sum},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-gc-avg-not-sum},
note = {Source note contact-center-metric-definition-differences-gc-avg-not-sum, checked 2026-10-02}
}