Configure contact center analytics options

You can choose how Genesys Cloud calculates some of the metrics in analytics views and reports. To view or change these settings, click Admin. Under Contact Center, click Analytics. 

For more information about each setting, see the following articles:

• Configure abandon intervals for the Abandon Intervals Metric view
• Configure the service level calculation
• Set the short disconnect time for the Flow Performance views 
• Set the time used to calculate disconnect metrics