# Analytics Settings

| Topic | Detail |
|---|---|
| Navigation | `Admin → Contact Center → Analytics Settings` |
| Purpose | Configure abandon intervals and analytics capture settings for queue reporting |
| Abandon Intervals | 7 configurable intervals (A–G) categorizing when customers disconnect from queue |

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## Overview

Analytics in Genesys Cloud transforms raw interaction data into actionable insights. Configuration here directly affects how abandonment is measured and reported across all queues.

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## Abandon Intervals

Abandon intervals measure how long customers waited in queue before disconnecting **without reaching an agent**. This metric helps identify queue tolerance, IVR issues, and staffing problems by grouping abandons into time ranges.

| Interval | Default Wait Range | Interpretation |
|---|---|---|
| A | 0–6 seconds | Immediate disconnects — misrouting, robocalls, misdials, IVR confusion |
| B | 6–20 seconds | Early abandons after entering queue |
| C | 20–40 seconds | Short wait abandonment |
| D | 40–60 seconds | Moderate wait abandonment |
| E | 60–120 seconds | Customers leaving after ~1–2 minutes |
| F | 120–240 seconds | Long queue wait frustration |
| G | >240 seconds | Very long wait abandonment |

> ⚠️ A large percentage in **Interval A** typically indicates misrouting, IVR confusion, or non-intentional calls — not a staffing problem.

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/aeZgfkDPFoLFXieD-image-1772863215975.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/aeZgfkDPFoLFXieD-image-1772863215975.png)

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## Analytics Implementation Steps

| Step | Action |
|---|---|
| Step 1 | Set Service Level targets per queue — `Admin → Contact Center → Queues` |
| Step 2 | Configure Abandon Intervals — `Admin → Contact Center → Analytics Settings` |
| Step 3 | Ensure all queues have Wrap-Up Codes assigned so agents can tag interactions |
| Step 4 | Create Dashboards at `Performance → Dashboards` with relevant KPI widgets |

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## Real-Time Analytics

| Feature | Location |
|---|---|
| Performance Views | `Performance → Workspace` — pre-built views for Queues, Agents, and Interactions |
| Dashboards | Customizable screens with widgets for KPIs (Service Level, Agents On-Queue, Active Interactions, etc.) |
| Alerting Rules | Trigger email or browser notifications when metrics hit thresholds (e.g., Wait Time > 5 minutes) |

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## Historical Analytics

| Feature | Description |
|---|---|
| Standard Reports | Pre-packaged PDF or CSV reports (e.g., Queue Abandonment Detail, Agent Log-level Report) |
| Dynamic Views | Filter by date range, media type, wrap-up codes |
| Exporting | Manual export or scheduled delivery to S3 bucket or email address |

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## Core Analytics Metrics

### Interaction Volume

| Metric | Description |
|---|---|
| Offered | Total interactions entering the queue |
| Answered | Interactions handled by agents |
| Flow-Outs | Interactions exiting queue through routing or IVR actions |
| Connected | Interactions successfully connected to agents |

### Queue Performance

| Metric | Description |
|---|---|
| Service Level | Percentage of interactions answered within SLA target |
| ASA | Average Speed of Answer — average time before agent answers |
| Average Wait Time | Average time customers wait in queue |
| Longest Wait | Longest interaction currently waiting |

### Customer Behavior

| Metric | Description |
|---|---|
| Abandoned | Interactions disconnected before reaching an agent |
| Abandon % | Abandoned ÷ Offered |
| Average Abandon Time | Average wait time before customer hangs up |
| Short Abandon | Disconnects within a configured short-time threshold |

### Agent Handling

| Metric | Description |
|---|---|
| AHT | Average Handle Time = Talk Time + Hold Time + ACW |
| Talk Time | Active speaking time with customer |
| Hold Time | Time interaction placed on hold |
| ACW | After Call Work time |
| Transfers | Interactions transferred between agents or queues |

### IVR / Flow Metrics

| Metric | Description |
|---|---|
| Flow Outcomes | Where customers exit an Architect flow (Success vs. Failure) |
| Containment Rate | Percentage of interactions resolved within IVR without reaching an agent |
| IVR Disconnects | Customers disconnecting during IVR navigation |

### Advanced Metrics

| Metric | Description |
|---|---|
| Agent Utilization | Percentage of agent time spent handling interactions |
| Concurrency | Simultaneous digital interactions handled |
| Callback Rate | Percentage of callers choosing callback instead of waiting |
| Recontact Rate | Customers contacting support again after a recent interaction |

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## High Abandonment Troubleshooting

When investigating high abandonment, analyze these five together:

1. **ASA** — Is average wait time excessive?
2. **Abandon Intervals** — Which interval has the highest %? (Interval A = routing/IVR issue; Interval F/G = staffing issue)
3. **Service Level** — Is the SLA target being met?
4. **Queue Staffing** — How many agents are On-Queue vs. interactions waiting?
5. **Flow Outcomes** — Are callers exiting the IVR before reaching the queue?

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/ls1jWrnf1aRRCDBW-image-1772863463597.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/ls1jWrnf1aRRCDBW-image-1772863463597.png)

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## Knowledge Analytics

Knowledge Analytics measures how effectively knowledge base articles help resolve customer issues — for both agents and bots.

### Search & Discovery

| Metric | Description |
|---|---|
| Knowledge Searches | Total searches performed in the knowledge base |
| Search Success Rate | Percentage of searches that returned useful articles |
| Search Failure Rate | Searches that produced no relevant results |
| Popular Search Terms | Most frequently searched keywords |

### Article Usage

| Metric | Description |
|---|---|
| Article Views | Number of times a knowledge article was opened |
| Articles Shared | Articles sent to customers during interactions |
| Top Articles | Most frequently accessed articles |
| Article Feedback | Ratings or feedback from agents or customers |

### Self-Service & Automation

| Metric | Description |
|---|---|
| Knowledge Match | Bot successfully finds a relevant knowledge article |
| Confidence Score | AI confidence in the article match |
| Knowledge Fallback | Bot cannot find a suitable article |
| Containment Rate | Issues resolved through self-service without an agent |

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/wrVi34wqNgBCWUvA-image-1772863522080.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/wrVi34wqNgBCWUvA-image-1772863522080.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/lUWTxYNeGMVQAEC0-image-1772863535619.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/lUWTxYNeGMVQAEC0-image-1772863535619.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/dEZAa12ZKYSQ7Kv0-image-1772863565800.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/dEZAa12ZKYSQ7Kv0-image-1772863565800.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/LGhSPNHexEgldsWM-image-1772863588927.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/LGhSPNHexEgldsWM-image-1772863588927.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/AwVYcbtomC11y6YN-image-1772863606846.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/AwVYcbtomC11y6YN-image-1772863606846.png)

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## Interview Cheat Sheet

| Question | Answer |
|---|---|
| What do Abandon Intervals measure? | How long customers waited before disconnecting without reaching an agent |
| What does high % in Interval A suggest? | Misrouting, IVR confusion, or non-intentional calls — not a staffing problem |
| What is AHT? | Average Handle Time = Talk Time + Hold Time + ACW |
| What is ASA? | Average Speed of Answer — average wait time before an agent answers |
| What is Containment Rate? | Percentage of interactions resolved in IVR without reaching an agent |
| Where are Abandon Intervals configured? | `Admin → Contact Center → Analytics Settings` |