Metric definitions

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Genesys Cloud Resource Center provides comprehensive metric definitions for monitoring conversation and workitem performance across contact center operations. The platform tracks conversation metrics including Abandon % (percentage of interactions where customers disconnect before agent connection), Average Abandon (mean time before customer disconnection), and Answered (number of ACD interactions answered by agents). Key performance indicators also encompass After-Call Work (ACW) completion, which measures time agents spend on post-interaction activities such as updating databases, completing forms, or initiating outbound contact. Answer % calculates the percentage of offered interactions answered by agents using the formula (Answered / Offered) * 100, while Average Wait Time measures queue duration before agent connection, customer abandonment, or queue exit, calculated as Total Wait Time divided by total interactions. Average Speed of Answer (ASA) measures mean queue wait time before agent pickup, excluding unanswered interactions, and is calculated as Total Answered Sum divided by Answered Count, with raw values provided in milliseconds. Average Handle Time (Avg Handle) encompasses cumulative talk time, hold time, after-call work, and for outbound calls, dialing and contacting time, divided by total interactions handled. The Avg Hold Handled metric measures average time spent on hold across all handled interactions using the formula: Total Hold Time / Number of Interactions Handled. Genesys Cloud calculates handle time metrics based on when After-Call Work is submitted, placing interactions into time intervals accordingly, and uses cumulative counts rather than simple averages, which explains why Avg Talk, Avg Hold, and Avg ACW columns may not sum to the Avg Handle column when only some interactions include holds. Workitem metrics tracked include ACD Cancelled (interactions canceled during automatic call distribution), Agent Transfer (workitems transferred between agents), Alert (notification instances for agents), Blind Transfer (number of workitems blind transferred), and Declined (number of workitems declined). Metrics are timestamped based on calculation completion, with multi-interval interactions assigned to the interval containing their completion timestamp. For real-time examples and advanced metric definitions, users can reference the Genesys Cloud Developer Center.

Learn the definitions of common metrics.

Conversation Metrics
Workitems Metrics

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Column 1	Column 2
Abandon %	The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned Count / Offered Count) * 100
Abandon	The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
Average abandon	The average amount of time before a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
Total abandon	The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.
Active agents	The number of active agents. In some views, this number is shown next to the total number of queue members.
After-call work (ACW)	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Answered	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100
Meal	The time spent in the Meal status for the specified period.
Average wait	The average amount of time an interaction is in a queue before an agent answers it, before the interaction moves out of the queue, or before the customer abandons the interaction. Calculated by: Total Wait Time / Interactions

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Metric	Definition
ACD Cancelled	The number of workitems canceled during ACD.
ASA	The average amount of time an interaction waits in the queue before an agent answers. This metric does not include interactions that agents do not answer. Average Speed of Answer (ASA) is directly associated with the service level and provides insight into the customer service your organization provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Agent	The name of the agent.
Agent Transfer	The number of workitems transferred by an agent to another agent.
Alert	The number of times agents receive an alert for interactions.
Answered	The number of workitems answered by an agent via routing, manual assignment, or transfer.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
Avg Hold Handled	The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held. Calculated by: Total Hold Time / Number of Interactions Handled.
Blind Transfer	The number of workitems blind transferred.
Declined	The number of workitems declined.

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For real-time examples and more advanced Workitems metric definitions, see Genesys Cloud Developer Center.

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Metric definitions

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