Source note · How contact center platforms define service level and abandon and handle time differently
Webex Contact Center Analyzer counts contacts handled for an agent as outdial connected count plus connected count.
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, Contacts Handled 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-handled. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-wx-handled
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-wx-handled,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-wx-handled},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-wx-handled},
note = {Source note contact-center-metric-definition-differences-wx-handled, checked 2026-10-02}
}