Source note · How contact center platforms define service level and abandon and handle time differently
Genesys Cloud's Include Callback Virtual Wait in SLA option is off by default and, when on, judges callbacks on callback outcomes (reached, not reached, abandoned) using virtual wait from callback offer to outcome.
Checked 2026-10-02
The Include Callback Virtual Wait in SLA option is off by default to maintain backward compatibility.
- Vendor
- Genesys
- Product
- Genesys Cloud
- Subsystem
- analytics
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- service level (glossary) — Genesys · tier 2 current vendor documentation · glossary entry service level, Include Callback Virtual Wait in SLA paragraph
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-cb-vwait. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-gc-cb-vwait
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-gc-cb-vwait,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-gc-cb-vwait},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-gc-cb-vwait},
note = {Source note contact-center-metric-definition-differences-gc-cb-vwait, checked 2026-10-02}
}