Source note · How contact center platforms define service level and abandon and handle time differently
Genesys Cloud counts Answered in the interval when the agent answered but counts Handle in the interval when all of the agent's handle segments including ACW finished, using 30-minute intervals.
Checked 2026-10-02
- 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
- What is the difference between the answered and handle metrics? - Genesys Cloud Resource Center — Genesys · tier 2 current vendor documentation · FAQ paragraph on timing, 10:25 AM example
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-handle-intvl. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-gc-handle-intvl
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-gc-handle-intvl,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-gc-handle-intvl},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-gc-handle-intvl},
note = {Source note contact-center-metric-definition-differences-gc-handle-intvl, checked 2026-10-02}
}