service level (glossary)

Publisher

Genesys

URL

https://help.genesys.cloud/glossary/service-level/

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 reports service level in the interval when a conversation is answered, not when it entered the queue, and operating hours are not considered. in context
• Genesys Cloud service level is conversations answered within the target divided by the conversations included, and three org-level toggles control inclusion: abandons, short abandons and flowouts. Included abandons and flowouts count as missing the target. in context
• 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. in context
• With abandons included, Genesys Cloud service level is (tAnswered − nOverSla) / (tAnswered + tAbandon), so every abandon counts as missing the target. in context
• Genesys Cloud defines service level as conversations answered within the target time divided by the total conversations included in the calculation, with the included set controlled by configurable options. in context
• When flowouts are included, Genesys Cloud counts conversations removed from the queue by a flow action before answer as missing service level, using (tAnswered − nOverSla) / (tAnswered + tFlowOut). in context
• When short abandons are excluded, Genesys Cloud service level becomes (tAnswered − nOverSla) / (tAnswered + tAbandon − tShortAbandon). in context
• The same call traffic can produce different service level percentages on Amazon Connect, Genesys Cloud and Webex Contact Center because their documented treatment of abandons in the formula differs. inferred in context

Cite this source record

APA

WarmTransfer. (2026, September 24). service level (glossary). WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-cloud-glossary-service-level

BibTeX

@misc{warmtransfer-genesys-cloud-glossary-service-level,
  title  = {service level (glossary)},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-cloud-glossary-service-level},
  note   = {Genesys, accessed 2026-09-24}
}