Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  How to calculate the Service Level in Genesys

    Posted 08-21-2025 15:14
    No replies, thread closed.

    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.
    Regards

    #Calculations

    ------------------------------
    Ema Massingue
    Manager
    ------------------------------


  • 2.  RE: How to calculate the Service Level in Genesys

    Posted 08-21-2025 15:18
    No replies, thread closed.

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

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



    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 3.  RE: How to calculate the Service Level in Genesys

    Posted 08-21-2025 15:25
    No replies, thread closed.

    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?



    ------------------------------
    Ema Massingue
    Manager
    ------------------------------

    Original Message


  • 4.  RE: How to calculate the Service Level in Genesys
    Best Answer

    Posted 08-21-2025 15:31
    No replies, thread closed.

    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.



    ------------------------------
    Vaun McCarthy
    ------------------------------

    Original Message


  • 5.  RE: How to calculate the Service Level in Genesys

    Posted 08-22-2025 02:49
    No replies, thread closed.

    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



    ------------------------------
    Ema Massingue
    Manager
    ------------------------------

    Original Message


  • 6.  RE: How to calculate the Service Level in Genesys

    Posted 08-22-2025 10:49
    No replies, thread closed.

    Ema, the page Vaun linked is very clear regarding how SLA and SL% are calculated...including formulas...



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


Related Content