Configure contact center analytics options

Publisher

Genesys

URL

https://help.genesys.cloud/articles/configure-contact-center-analytics-options/

Published

unknown

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

Genesys documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• The Genesys Cloud short abandon threshold defaults to less than 10 seconds and can be set by administrators in contact center analytics options. in context
• Genesys Cloud abandon intervals default to column A (Short) under 6 seconds, then B 6-20, C 20-40, D 40-60, E 60-120, F 120-240 and G over 240 seconds. in context
• Editing Genesys Cloud contact center analytics settings requires Analytics > Insight Configurations > Edit and Analytics > reportingSettings > Edit permissions. in context
• Genesys Cloud's customer short disconnect time, used by the Customer Short Disconnect metric in Flows Performance views, defaults to under 10 seconds and is separate from the 6-second short abandon interval. in context
• Genesys Cloud exposes three organization-level service level options in contact center analytics settings: Include flowouts, Include short abandons and Include abandons in calculation. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Configure contact center analytics options. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-cloud-configure-cc-analytics-options

BibTeX

@misc{warmtransfer-genesys-cloud-configure-cc-analytics-options,
  title  = {Configure contact center analytics options},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-cloud-configure-cc-analytics-options},
  note   = {Genesys, accessed 2026-09-24}
}