Source note · How contact center platforms define service level and abandon and handle time differently
In Genesys Cloud a direct agent-to-agent transfer gives the receiving agent a Handle but no Answered, while a transfer routed through a queue gives the receiving agent both.
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 transfers
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-xfer-handle. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-gc-xfer-handle
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-gc-xfer-handle,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-gc-xfer-handle},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-gc-xfer-handle},
note = {Source note contact-center-metric-definition-differences-gc-xfer-handle, checked 2026-10-02}
}