Metric definitions

Publisher

Genesys

URL

https://help.genesys.cloud/articles/metric-definitions/

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 Abandon % is (Abandoned count / Offered count) x 100, where Abandon counts end users abandoning an interaction in a queue. in context
• Genesys Cloud ASA is the average time an interaction waits in queue before an agent answers (tAnswered sum / answered count), and excludes interactions no agent answered. in context
• Genesys Cloud Handle (AHT) sums talk, hold and after-call work, plus dialing and contacting time for outbound, divided by the number of interactions handled. in context
• Genesys Cloud computes Abandon % as (Abandoned count / Offered count) * 100, where Abandon counts end users abandoning an interaction in a queue. in context
• Genesys Cloud warns that Avg Talk plus Avg Hold plus Avg ACW does not equal Avg Handle because only some interactions include holds. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Metric definitions. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-cloud-metric-definitions

BibTeX

@misc{warmtransfer-genesys-cloud-metric-definitions,
  title  = {Metric definitions},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-cloud-metric-definitions},
  note   = {Genesys, accessed 2026-09-24}
}