Source note · Contact center KPI definitions and calculation
Unified CCE tracks abandons separately for calls abandoned at the VRU, in queue, and while ringing at the agent or en route to the agent.
Checked 2026-09-24
- Vendor
- Cisco
- Product
- Unified CCE
- Subsystem
- reporting abandoned calls
- Deployment
- on-premises
- Region
- not restricted
- Release range
- 12.6(1)
- Checked
- 2026-09-24
Sources
- Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Short Calls, Abandoned Calls, and Overflow Calls — Cisco Systems · tier 2 current vendor documentation · Abandoned Calls
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-ucce-abandon-three-locations. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-ucce-abandon-three-locations
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-ucce-abandon-three-locations,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-ucce-abandon-three-locations},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-ucce-abandon-three-locations},
note = {Source note contact-center-kpis-ucce-abandon-three-locations, checked 2026-09-24}
}