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.

Hello Ema,

I will try and answer your questions, but the majority of these can be found here: Metric definitions

1.Overall Service Level (SL):

• How is the general Service Level calculated in Genesys? - The percentage of Interactions answered in X number of seconds: SLA Calculation
• Which interactions are included or excluded (e.g., flow-outs, short abandons, transfers)? - This is configured by the users: Configure contact center analytics options

2. Abandoned Calls:

• What is the exact formula Genesys applies to calculate abandoned calls? - An abandoned interaction is an interaction that enters a queue and is disconnected by the customer before it is answered or flows out (an action within the the flow handles the interaction, e.g. callback or transfer to another queue.)
• How does the system differentiate between regular abandons and short abandons? - This is configured by the users: Configure contact center analytics options

3. Agent Productivity: There isn't a productivity metric because one size doesn't fit all.  So measuring productivity would be down to how the customer wants to measure it, be it AHT, Adherence/Conformance, Occupancy etc or a combination of all these or other metrics relevant to your business using gamification

Useful links:
About views and dashboards

Metric definitions

I hope this helps, but let me know if you have any follow up questions.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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