Source note · Contact center KPI definitions and calculation
In Unified CCE, service level with abandoned calls counted negatively is ServiceLevelCalls / ServiceLevelCallsOffered.
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 · Service Level Type
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-ucce-sl-negative-abandons. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-ucce-sl-negative-abandons
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-ucce-sl-negative-abandons,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-ucce-sl-negative-abandons},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-ucce-sl-negative-abandons},
note = {Source note contact-center-kpis-ucce-sl-negative-abandons, checked 2026-09-24}
}