Source note · How contact center platforms define service level and abandon and handle time differently
The Webex Contact Center Total Contacts Abandoned KPI counts contacts terminated in queue before reaching an agent, regardless of handling in earlier queues, and excludes short calls.
Checked 2026-10-02
These contacts do not fall under the category of short calls.
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- KPI cards
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- View your contact center KPI cards — Cisco Systems · tier 2 current vendor documentation · KPI Total Contacts Abandoned
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-kpi-aband. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-wx-kpi-aband
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-wx-kpi-aband,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-wx-kpi-aband},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-wx-kpi-aband},
note = {Source note contact-center-metric-definition-differences-wx-kpi-aband, checked 2026-10-02}
}