Source note · Contact center KPI definitions and calculation
The Webex Contact Center Analyzer Abandoned Contacts dashboard counts a contact as abandoned when it ends in IVR, during queue waiting time (including sequential or parallel queue waiting), or when an agent does not receive the call.
Checked 2026-09-24
- Vendor
- Cisco
- Product
- Webex Contact Center Analyzer
- Subsystem
- Stock Reports > Historical Reports > Business Metrics > Abandoned Contacts
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-24
- Checked
- 2026-09-24
Sources
- Webex Contact Center Analyzer Stock Reports — Cisco Systems (help.webex.com) · tier 2 current vendor documentation · Business Metrics > Abandoned Contacts dashboard scenarios
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-wxcc-abandoned-scenarios. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-wxcc-abandoned-scenarios
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-wxcc-abandoned-scenarios,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-wxcc-abandoned-scenarios},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-wxcc-abandoned-scenarios},
note = {Source note contact-center-kpis-wxcc-abandoned-scenarios, checked 2026-09-24}
}