Source record · tier 2 current vendor documentation

What is the difference between the answered and handle metrics? - Genesys Cloud Resource Center

Publisher: Genesys
URL: https://help.genesys.cloud/faqs/what-is-the-difference-between-the-answered-and-handle-metrics/
Published: unknown
Updated: unknown
Accessed: 2026-10-02
HTTP status: 200
License: Genesys documentation; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

Genesys Cloud counts Answered in the interval when the agent answered but counts Handle in the interval when all of the agent's handle segments including ACW finished, using 30-minute intervals. in context
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. in context

Cite this source record

APA

WarmTransfer. (2026, October 2). What is the difference between the answered and handle metrics? - Genesys Cloud Resource Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-faq-answered-vs-handle

BibTeX

@misc{warmtransfer-genesys-faq-answered-vs-handle,
  title  = {What is the difference between the answered and handle metrics? - Genesys Cloud Resource Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-faq-answered-vs-handle},
  note   = {Genesys, accessed 2026-10-02}
}