Source note · Contact center KPI definitions and calculation
The Webex Contact Center Analyzer Agent Details report calculates Occupancy as inbound plus outdial (connected + wrap-up) durations divided by (maximum logout timestamp minus minimum login timestamp).
Checked 2026-09-24
- Vendor
- Cisco
- Product
- Webex Contact Center Analyzer
- Subsystem
- Stock Reports > Historical Reports > Agent Reports > Agent Details
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-24
- 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 > Occupancy row
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-wxcc-analyzer-occupancy-formula. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-wxcc-analyzer-occupancy-formula
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-wxcc-analyzer-occupancy-formula,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-wxcc-analyzer-occupancy-formula},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-wxcc-analyzer-occupancy-formula},
note = {Source note contact-center-kpis-wxcc-analyzer-occupancy-formula, checked 2026-09-24}
}