Source record · tier 2 current vendor documentation

What type of situations do abandons include in Genesys Cloud?

Publisher: Genesys
URL: https://help.genesys.cloud/faqs/what-do-abandons-include-in-genesys-cloud/
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

Genesys Cloud does not count flow-outs (transfers to voicemail, callbacks, system transfers to another queue or external party, or exits back to IVR) as abandons. in context
Genesys Cloud includes short abandons in the abandon rate. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). What type of situations do abandons include in Genesys Cloud?. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-cloud-faq-what-abandons-include

BibTeX

@misc{warmtransfer-genesys-cloud-faq-what-abandons-include,
  title  = {What type of situations do abandons include in Genesys Cloud?},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-cloud-faq-what-abandons-include},
  note   = {Genesys, accessed 2026-09-24}
}