Source note · Contact center KPI definitions and calculation
Cisco's own documentation disagrees on how Webex Contact Center service level treats contacts abandoned within the threshold. The 2020 technote counts them only as failures in the denominator, while the 2026 KPI card definition counts contacts terminated in queue within the SLA toward the level.
disputed · Checked 2026-09-24
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- service level reporting
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- 2020 technote vs 2026-09-21 help article
- Status
- disputed
- Checked
- 2026-09-24
Sources
- View your contact center KPI cards — Cisco Systems · tier 2 current vendor documentation · KPI card table > Average Service Level, compared with technote 215136 formula paragraph
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-wxcc-service-level-disputed. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-wxcc-service-level-disputed
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-wxcc-service-level-disputed,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-wxcc-service-level-disputed},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-wxcc-service-level-disputed},
note = {Source note contact-center-kpis-wxcc-service-level-disputed, checked 2026-09-24}
}