Because abandoned calls sit in the denominator of the documented Service Level % formula, every abandon (including fast abandons above the Short Call Threshold) lowers service level, so SL can be well below an expectation that only considers answered calls.
inferred · Checked 2026-10-01
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- Analyzer
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- as documented 2020-05-14
- Status
- inferred
- Checked
- 2026-10-01
Sources
- Create Analyzer Service Level Percentage Report — Cisco Systems · tier 2 current vendor documentation · Introduction / service level definition paragraph
Cite this note
APA
WarmTransfer. (2026, October 1). Troubleshooting Webex Contact Center reporting discrepancies: source note wxcc-reporting-discrepancies-inf-sl-abandons-lower. WarmTransfer. https://warmtransfer.net/knowledge/claims/wxcc-reporting-discrepancies-inf-sl-abandons-lower
BibTeX
@misc{warmtransfer-claim-wxcc-reporting-discrepancies-inf-sl-abandons-lower,
title = {Troubleshooting Webex Contact Center reporting discrepancies: source note wxcc-reporting-discrepancies-inf-sl-abandons-lower},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/wxcc-reporting-discrepancies-inf-sl-abandons-lower},
note = {Source note wxcc-reporting-discrepancies-inf-sl-abandons-lower, checked 2026-10-01}
}