Source note · How contact center platforms define service level and abandon and handle time differently
In Webex Contact Center the service level threshold is a per-queue advanced setting giving the time a request can wait in queue before being flagged outside service level, and it cannot be set for social channels.
Checked 2026-10-02
You cannot configure a Service level threshold for social channels.
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- queue configuration
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- Create queues and configure routing patterns — Cisco Systems, Inc. (Webex Help Center) · tier 2 current vendor documentation · section Advanced Settings, Service level threshold field
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-sl-threshold. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-wx-sl-threshold
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-wx-sl-threshold,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-wx-sl-threshold},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-wx-sl-threshold},
note = {Source note contact-center-metric-definition-differences-wx-sl-threshold, checked 2026-10-02}
}