Source note · How contact center platforms define service level and abandon and handle time differently
The Webex Contact Center Analyzer Agent Details report computes average handle time as (sum of connected duration + sum of wrap-up duration) / sum of connected count, for inbound calls.
Checked 2026-10-02
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- Analyzer
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- Cisco Webex Contact Center Analyzer User Guide — Cisco Systems, Inc. (Webex Help Center) · tier 2 current vendor documentation · Historical Reports > Agent Details, Average Handle Time row
Cite this note
APA
WarmTransfer. (2026, October 2). How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-wx-ad-aht. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-wx-ad-aht
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-wx-ad-aht,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-wx-ad-aht},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-wx-ad-aht},
note = {Source note contact-center-metric-definition-differences-wx-ad-aht, checked 2026-10-02}
}