Genesys Cloud - Main

Hello Community,

I would like to request clarification and official details about the formulas used in Genesys for the following metrics:

1. Overall Service Level (SL):
   
• How is the general Service Level calculated in Genesys?
• Which interactions are included or excluded (e.g., flow-outs, short abandons, transfers)?
3. Abandoned Calls:
   
• What is the exact formula Genesys applies to calculate abandoned calls?
• How does the system differentiate between regular abandons and short abandons?
5. Agent Productivity:
   
• What is the standard formula Genesys uses to measure agent productivity?
• Does this metric take into account only time on interactions, or also include after-call work (ACW), breaks, and idle time?

I would appreciate it if the community or Genesys experts could provide:

• The official definitions of these formulas.
• Clarifications on how these calculations appear in dashboards and reports.
• Any documentation links from the Resource Center that could guide me further.

Hi Ema, this is probably a good place for you to start:

https://help.mypurecloud.com/glossary/service-level/

Hello Community,

I would like to request clarification and official details about the formulas used in Genesys for the following metrics:

1. Overall Service Level (SL):
   
• How is the general Service Level calculated in Genesys?
• Which interactions are included or excluded (e.g., flow-outs, short abandons, transfers)?
3. Abandoned Calls:
   
• What is the exact formula Genesys applies to calculate abandoned calls?
• How does the system differentiate between regular abandons and short abandons?
5. Agent Productivity:
   
• What is the standard formula Genesys uses to measure agent productivity?
• Does this metric take into account only time on interactions, or also include after-call work (ACW), breaks, and idle time?

I would appreciate it if the community or Genesys experts could provide:

• The official definitions of these formulas.
• Clarifications on how these calculations appear in dashboards and reports.
• Any documentation links from the Resource Center that could guide me further.

Thank you very much, but I would like to have the formula here to help me with my work. Could you please make it easier by giving me the formula in English, directly answering my question?

Hi Ema, this is probably a good place for you to start:

https://help.mypurecloud.com/glossary/service-level/

Hello Community,

I would like to request clarification and official details about the formulas used in Genesys for the following metrics:

1. Overall Service Level (SL):
   
• How is the general Service Level calculated in Genesys?
• Which interactions are included or excluded (e.g., flow-outs, short abandons, transfers)?
3. Abandoned Calls:
   
• What is the exact formula Genesys applies to calculate abandoned calls?
• How does the system differentiate between regular abandons and short abandons?
5. Agent Productivity:
   
• What is the standard formula Genesys uses to measure agent productivity?
• Does this metric take into account only time on interactions, or also include after-call work (ACW), breaks, and idle time?

I would appreciate it if the community or Genesys experts could provide:

• The official definitions of these formulas.
• Clarifications on how these calculations appear in dashboards and reports.
• Any documentation links from the Resource Center that could guide me further.

Hi Ema, the link I sent has the SLA formula in it, as well as links to the analytics config information that covers where/how short abandon interval is configured.

Thank you very much, but I would like to have the formula here to help me with my work. Could you please make it easier by giving me the formula in English, directly answering my question?

Hi Ema, this is probably a good place for you to start:

https://help.mypurecloud.com/glossary/service-level/

Hello Community,

I would like to request clarification and official details about the formulas used in Genesys for the following metrics:

1. Overall Service Level (SL):
   
• How is the general Service Level calculated in Genesys?
• Which interactions are included or excluded (e.g., flow-outs, short abandons, transfers)?
3. Abandoned Calls:
   
• What is the exact formula Genesys applies to calculate abandoned calls?
• How does the system differentiate between regular abandons and short abandons?
5. Agent Productivity:
   
• What is the standard formula Genesys uses to measure agent productivity?
• Does this metric take into account only time on interactions, or also include after-call work (ACW), breaks, and idle time?

I would appreciate it if the community or Genesys experts could provide:

• The official definitions of these formulas.
• Clarifications on how these calculations appear in dashboards and reports.
• Any documentation links from the Resource Center that could guide me further.

Hi Vaun

Thanl you Vey Much. 
I'm asking for formula recommendations in Genesys for a call center telecommunications company.
1. SL Formulas
2. Abandon Call & Short Abandon Formulas

Hi Ema, the link I sent has the SLA formula in it, as well as links to the analytics config information that covers where/how short abandon interval is configured.

Thank you very much, but I would like to have the formula here to help me with my work. Could you please make it easier by giving me the formula in English, directly answering my question?

Hi Ema, this is probably a good place for you to start:

https://help.mypurecloud.com/glossary/service-level/

Hello Community,

I would like to request clarification and official details about the formulas used in Genesys for the following metrics:

1. Overall Service Level (SL):
   
• How is the general Service Level calculated in Genesys?
• Which interactions are included or excluded (e.g., flow-outs, short abandons, transfers)?
3. Abandoned Calls:
   
• What is the exact formula Genesys applies to calculate abandoned calls?
• How does the system differentiate between regular abandons and short abandons?
5. Agent Productivity:
   
• What is the standard formula Genesys uses to measure agent productivity?
• Does this metric take into account only time on interactions, or also include after-call work (ACW), breaks, and idle time?

I would appreciate it if the community or Genesys experts could provide:

• The official definitions of these formulas.
• Clarifications on how these calculations appear in dashboards and reports.
• Any documentation links from the Resource Center that could guide me further.