Source note · How contact center platforms define service level and abandon and handle time differently
Because the Webex Contact Center service level KPI counts contacts terminated in queue within the SLA as within service level, early abandons appear to raise that KPI, the opposite of Genesys Cloud and the Amazon Connect data lake query.
inferred · Checked 2026-10-02
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- KPI cards
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- as of 2026-10-02
- Status
- inferred
- Checked
- 2026-10-02
Sources
- View your contact center KPI cards — Cisco Systems · tier 2 current vendor documentation · KPI Average Service Level read against genesys-glossary-service-level and aws-connect-data-lake-reference-queries Service level
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-sl-pos. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-wx-kpi-sl-pos
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-wx-kpi-sl-pos,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-wx-kpi-sl-pos},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-wx-kpi-sl-pos},
note = {Source note contact-center-metric-definition-differences-wx-kpi-sl-pos, checked 2026-10-02}
}