Source note · How contact center platforms define service level and abandon and handle time differently
Webex Contact Center AHT can differ between the KPI card, Analyzer Agent Details and the Agent Performance Dashboard because the documented formulas differ in whether hold is named and in the denominator used.
inferred · Checked 2026-10-02
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- Analyzer
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- as of 2026-10-02
- Status
- inferred
- Checked
- 2026-10-02
Sources
- Webex Contact Center Analyzer Stock Reports — Cisco Systems (help.webex.com) · tier 2 current vendor documentation · Agent Performance Dashboard AHT compared with cisco-help-tajemk-wxcc-analyzer-user-guide Agent Details AHT and cisco-help-63s0bj-wxcc-kpi-cards AHT
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-aht-variance. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-wx-aht-variance
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-wx-aht-variance,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-wx-aht-variance},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-wx-aht-variance},
note = {Source note contact-center-metric-definition-differences-wx-aht-variance, checked 2026-10-02}
}