Source note · Contact center KPI definitions and calculation

In Unified CCE, calls that hit an error condition or are sent to non-monitored devices via a label node within the service level threshold do not affect service level.

Checked 2026-09-24

Vendor: Cisco
Product: Unified CCE
Subsystem: reporting service levels
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) - Service Levels — Cisco Systems · tier 2 current vendor documentation · About Service Levels / Service Level at Call Type

Cite this note

APA

WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-ucce-sl-error-no-effect. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-ucce-sl-error-no-effect

BibTeX

@misc{warmtransfer-claim-contact-center-kpis-ucce-sl-error-no-effect,
  title  = {Contact center KPI definitions and calculation: source note contact-center-kpis-ucce-sl-error-no-effect},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-ucce-sl-error-no-effect},
  note   = {Source note contact-center-kpis-ucce-sl-error-no-effect, checked 2026-09-24}
}

Read in context