View your contact center KPI cards

Publisher

Cisco Systems

URL

https://help.webex.com/en-us/article/63s0bj/View-your-contact-center-KPI-cards

Published

2026-09-21

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

Cisco documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• The Webex Contact Center Total Contacts Abandoned KPI card counts contacts terminated in queue before connecting to an agent, regardless of handling in earlier queues, and excludes short calls. in context
• The Webex Contact Center Average Handle Time KPI card is a real-time average that includes connected time and wrap-up time. in context
• The Webex Contact Center Total Contacts Handled KPI card includes active connections, terminated connections and sudden disconnects (terminations within a set threshold of connection). in context
• The Webex Contact Center Average Service Level KPI card counts contacts that were connected, opted out of the queue, were dequeued, or terminated in the queue, all within the SLA timeframe. in context
• Cisco's own documentation disagrees on how Webex Contact Center service level treats contacts abandoned within the threshold. The 2020 technote counts them only as failures in the denominator, while the 2026 KPI card definition counts contacts terminated in queue within the SLA toward the level. disputed in context
• The Supervisor Desktop KPI card service-level definition (which counts opt-outs, dequeues and in-queue terminations within the SLA as meeting it) is worded differently from the tech note's answered-within-threshold over offered formula, so the two can produce different SL percentages for the same queue and period. inferred in context
• On Supervisor Desktop KPI cards, Total Contacts Abandoned counts contacts terminated in the queue before connecting to an agent, irrespective of how they were handled in previous queues. in context
• Supervisor Desktop KPI cards aggregate the current day from 00:00 in the time zone set for the organization. in context
• On Supervisor Desktop KPI cards, Total Contacts Handled includes contacts currently connected to an agent, contacts connected and since terminated, and sudden disconnects. in context
• On Supervisor Desktop KPI cards, Service Level is the percentage of contacts that were connected, opted out of the queue, dequeued, or terminated within the queue, all within the SLA timeframe. in context

Cite this source record

APA

WarmTransfer. (2026, September 21). View your contact center KPI cards. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-63s0bj-wxcc-kpi-cards

BibTeX

@misc{warmtransfer-cisco-help-63s0bj-wxcc-kpi-cards,
  title  = {View your contact center KPI cards},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-63s0bj-wxcc-kpi-cards},
  note   = {Cisco Systems, accessed 2026-09-24}
}