Source note · Contact center KPI definitions and calculation
Webex Contact Center Analyzer stock reports can show different AHT values for the same agent and interval, because Agent Details divides by connected count without hold while Agent Statistics adds hold and divides by normal-termination sessions.
inferred · Checked 2026-09-24
- Vendor
- Cisco
- Product
- Webex Contact Center Analyzer
- Subsystem
- stock agent reports
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-24
- Status
- inferred
- Checked
- 2026-09-24
Sources
- Cisco Webex Contact Center Analyzer User Guide — Cisco Systems, Inc. (Webex Help Center) · tier 2 current vendor documentation · Agent Details, Agent Statistics and Agent Summary Report AHT rows compared
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-wxcc-aht-varies-by-report. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-wxcc-aht-varies-by-report
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-wxcc-aht-varies-by-report,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-wxcc-aht-varies-by-report},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-wxcc-aht-varies-by-report},
note = {Source note contact-center-kpis-wxcc-aht-varies-by-report, checked 2026-09-24}
}