Source note · Contact center KPI definitions and calculation
Cisco technote 215136 (2020) defines Analyzer Service Level % as calls answered within the queue's Service Level threshold divided by total calls including abandoned calls, times 100.
Checked 2026-09-24
- Vendor
- Cisco
- Product
- Webex Contact Center Analyzer
- Subsystem
- Analyzer custom report
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- technote updated 2020-05-14
- Checked
- 2026-09-24
Sources
- Create Analyzer Service Level Percentage Report — Cisco Systems · tier 2 current vendor documentation · Service Level % formula paragraph
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-wxcc-technote-service-level-formula. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-wxcc-technote-service-level-formula
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-wxcc-technote-service-level-formula,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-wxcc-technote-service-level-formula},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-wxcc-technote-service-level-formula},
note = {Source note contact-center-kpis-wxcc-technote-service-level-formula, checked 2026-09-24}
}