Source note · Contact center KPI definitions and calculation
In Unified CCE, an answered short call (answered, then disconnected quickly) still counts as handled and also increments the skill group ShortCalls fields. Its timer starts when the agent answers.
Checked 2026-09-24
- Vendor
- Cisco
- Product
- Unified CCE
- Subsystem
- reporting short 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 · Short Calls > Answered Short Calls
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-ucce-answered-short-calls. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-ucce-answered-short-calls
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-ucce-answered-short-calls,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-ucce-answered-short-calls},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-ucce-answered-short-calls},
note = {Source note contact-center-kpis-ucce-answered-short-calls, checked 2026-09-24}
}