webex contact center · published

Troubleshooting Webex Contact Center reporting discrepancies

Verified 2026-10-01 · 60 sources · tier 2–3

Webex Contact Center Analyzer and related reporting interfaces rely on distinct aggregation models, time zones, and metric formulas that can produce conflicting figures for the same time window 5531. Cisco states that Webex Contact Center Legacy Reports (real-time and historical) and Analyzer data do not match exactly because the data is computed differently 31.

Time zone scoping and boundaries

In Webex Contact Center Analyzer, time zone is a per-user setting with two choices: Browser time zone or Tenant time zone 55. The Tenant time zone is the default time zone in Analyzer, and agents cannot change the time zone 5753. Analyzer reports opened through browser links always run in the Browser time zone, regardless of the tenant default 54. In contrast, scheduled Analyzer jobs always run in the Tenant time zone 56. WarmTransfer's reading of the sources is that a scheduled Analyzer report running in the tenant time zone and the same report opened from a browser link running in the browser time zone can show different daily or interval totals for a user whose browser time zone differs from the tenant time zone 26.

Supervisor Desktop KPI cards aggregate the current day from 00:00 in the time zone set for the organization 28. Supervisor Dashboard queue KPIs are calculated for the current day from 00:00 in the tenant time zone and reset daily at midnight tenant time 51. WarmTransfer's reading of the sources is that a supervisor whose Analyzer report runs in Browser time zone, comparing it with Supervisor Desktop day totals that reset at tenant midnight, compares different day boundaries and should expect the counts to differ 21.

For API-based reporting, the Search API aggregationInterval argument accepts an optional timezone for forming intervals, and the default is UTC 3. WarmTransfer's reading of the sources is that daily or interval aggregates pulled from the Search API without a timezone argument are bucketed in UTC and will not line up with Analyzer reports run in the Tenant time zone unless the tenant is on UTC 16.

Report lifetimes and interval handling

Analyzer real-time reports remain available indefinitely because their data refreshes automatically, whereas historical reports stay active for 8 hours 34.

From 2025-07-02, Analyzer offers a Split Interval option in the Compute panel that reports agent activity by interval rather than by interaction end time 42. WarmTransfer's reading of the sources is that without Split Interval, a long interaction or agent state that crosses an interval boundary is attributed to the interval in which it ends, so interval reports can disagree with what a supervisor saw live in an earlier interval 18. In addition, from 2025-07-17, Analyzer lets a custom report define the start day of the week, and the setting only has effect for weekly intervals 58.

Service level and call handling formulas

Cisco's 2020 Analyzer tech note defines Service Level % as calls answered within the queue's Service Level threshold divided by total calls including abandoned calls, multiplied by 100 38. In that tech note's service level construction, Offered calls are the sum of Handled and Abandoned calls 40. The tech note counts a call as Handled when its Termination Type is normal or quick_disconnect 39. A call is In SL when it is handled and its queue duration is within the Service Level Threshold configured on the queue, with the threshold converted to milliseconds for the Analyzer filter 41. The tech note describes Abandoned (termination type abandoned) as calls terminated before distribution to a destination site, and also calls that ring an agent who does not pick up 37. WarmTransfer's reading of the sources is that 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 23.

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 30. WarmTransfer's reading of the sources is that the Supervisor Desktop KPI card service-level definition 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 24.

Other platform metrics define handled, presented, and abandoned calls using specific component counts:

On Supervisor Desktop KPI cards, Total Contacts Handled includes contacts currently connected to an agent, contacts connected and since terminated, and sudden disconnects 29.
In the Analyzer Agent Volume stock report, total contacts handled is calculated as Sum of Connected Count plus Sum of Outdial Connected Count 46.
In Supervisor Desktop queue statistics, Total presented interactions counts contacts that entered the queue today, including waiting, handled, dropped, abandoned and RONA, calculated since midnight 52. Avg. wait time includes ringing time 50.
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 27.
The Analyzer stock Abandoned Contacts metric counts contacts abandoned in IVR, in queue waiting time, in sequential queue waiting time, in parallel queue waiting time (UCCX only), and when an agent does not receive the call 43. WarmTransfer's reading of the sources is that an Analyzer stock abandoned count that includes IVR abandons will normally exceed a Supervisor Desktop queue-level abandoned count for the same day, because the KPI card counts only contacts terminated in queue 19.

Voice tenant threshold settings

Webex Contact Center voice tenant settings include two key threshold timers:

Short Call Threshold: The time interval, in seconds, that determines whether a call is classified as short or abandoned 36. The default Short Call Threshold for a new tenant is 0 seconds 35. WarmTransfer's reading of the sources is that with the default Short Call Threshold of 0 seconds, a caller who hangs up within a second or two is classified as abandoned rather than short, causing abandoned counts to look higher than on a platform with a non-zero short-call filter 22.
Sudden Disconnect Threshold: The time interval, in seconds, that determines whether the agent handled the call or the call simply ended 48. The default Sudden Disconnect Threshold is 30 seconds 47.

In Webex Contact Center Enterprise, handling differs: calls that abandon before the Abandon Call Wait Time threshold update RouterCallsOffered but not CallsAbandon 59. Furthermore, in Webex Contact Center Enterprise, administrators can choose whether abandoned calls affect service level negatively, positively, or not at all 60.

Full journey views and metric changes

On 2026-08-20, Cisco introduced a Show Full Customer Journey toggle in the Analyzer Contact Center Overview Historical dashboard that shows contact metrics across the full interaction, including movement across queues, agents, consults, transfers and conferences 15. With the toggle off, the dashboard uses its default queue view, and users can switch back to that view at any time 14. WarmTransfer's reading of the sources is that two people looking at the same Contact Center Overview Historical dashboard with the Show Full Customer Journey toggle set differently can see different per-queue totals for transferred or re-queued contacts 25.

On 2025-10-30, Cisco's Interaction Metrics Enhancement for Analyzer added 8 new transfer metrics covering conference and consultation scenarios and modified 13 existing metrics 32. Before this enhancement, some Analyzer metrics such as request count were triggered when the consulted agent answered rather than when the request was initiated 33. WarmTransfer's reading of the sources is that trend reports of consult, conference or transfer metrics spanning 2025-10-30 may show a step change caused by the metric redefinition rather than agent behaviour changes 20.

In stock reporting:

In the Analyzer Agent Details stock report, Agent Transfer is the number of times an agent transferred inbound contacts to another agent after consult, from Sum of Agent To Agent Transfer Count 44.
In the Analyzer Agent Details stock report, Consult counts consults an agent was involved in, including consults the agent made and consults the agent received 45.

Data records and API query constraints

A Customer Session Record (CSR) represents the customer workflow as a sequence of customer activities, which are Customer Activity Records (CAR) 9. The CSR carries several specific fields:

queueCount: The number of queues the contact entered over the whole session 11.
abandonedSlCount: Counts calls terminated while in queue within the Service Level threshold provisioned for the queue or skill 8.
shortInIVRCount and shortInQueueCount: Indicate whether a call was terminated as short while in IVR or while parked in queue, respectively 12.
contactHandleType and isContactHandled: contactHandleType shows whether a call was handled as short, abandoned or normal, and isContactHandled flags whether an agent handled the contact 10.
Transfer fields: transferCount (times transferred by an agent), blindTransferCount (blind transfers to another agent or external DN), and agentToAgentTransferCount (inbound contacts transferred to another agent) 13.

Data dictionaries mark some record fields as applicable only to the Search API and not to the Analyzer UI 4. Under Queue Based Reporting Early Access, the Call Leg Record (CLR) and TaskLegDetails query apply to the API rather than the Analyzer UI 6. A CLR is aggregated at queue level, its callLegType field is consult, conference or main, and its abandonedType records the state of a call leg when abandoned (new, queue, treatment, or agent-connect) 75. WarmTransfer's reading of the sources is that counting abandons from per-leg CLR records and from per-session CSR records can give different totals for the same period, because one customer session can produce several queue-level legs 17.

For Search API queries, the span between from and to must not exceed 13 months 1. When fetching raw AAR or CAR data through the Search API, the query span cannot exceed 30 days 2.

Applicability

Applies to: Cisco Webex Contact Center and Cisco Webex Contact Center Enterprise. Deployments: multi-tenant. Sources checked 2026-10-01. Cisco documents the Service Level % formula and offered calls definition in a 2020 tech note 3840. The Split Interval Compute panel feature applies from 2025-07-02 42. User-defined weekly start day settings apply from 2025-07-17 58. The Interaction Metrics Enhancement for consult and transfer metrics applies from 2025-10-30 32. The Show Full Customer Journey toggle applies from 2026-08-20 15. The TaskLegDetails query and CLR object apply to Queue Based Reporting Early Access 6.

What remains uncertain

Current Analyzer stock service level formula confirmation post-2020 is not covered by the sources below. Whether a Short Call Threshold change is retroactive is not covered by the sources below. The default queue view attribution of multi-queue contacts (such as whether they attribute to the final queue only) is not covered by the sources below. An apparent error in the Supervisor Desktop Abandoned row definition is not covered by the sources below. How RONA contacts are classified in abandoned and handled counts is not covered by the sources below. The effect of changing the tenant time zone on historical reports is not covered by the sources below. How callback contacts are counted in offered and abandoned counts is not covered by the sources below.

Sources

1
For any Search API query, the span between from and to must not exceed 13 months.
webex-contact-center-api-samples: reporting-samples/graphql-sample README · README, query span limits · Checked 2026-10-01
2
When fetching raw AAR or CAR data through the Search API, the query span cannot exceed 30 days.
webex-contact-center-api-samples: reporting-samples/graphql-sample README · README, query span limits · Checked 2026-10-01
3
The Search API aggregationInterval argument accepts an optional timezone for forming intervals, and the default is UTC.
webex-contact-center-api-samples: reporting-samples/graphql-sample README · README, aggregationInterval argument · Checked 2026-10-01
4
The Webex Contact Center data dictionaries mark some record fields as applicable only to the Search API and not to the Analyzer UI.
DataDictionary/CAR.md · CAR data dictionary, note on API-only fields · Checked 2026-10-01
5
The CLR field abandonedType records the state of a call leg when it was abandoned, with values new, queue, treatment and agent-connect.
Data Dictionary: Call Leg Record (CLR) · CLR data dictionary, abandonedType · Checked 2026-10-01
6
The TaskLegDetails query and CLR object are part of Queue Based Reporting Early Access, and their fields apply to the API rather than the Analyzer UI.
Data Dictionary: Call Leg Record (CLR) · CLR data dictionary, introductory note · Checked 2026-10-01
7
A Call Leg Record (CLR) is aggregated at queue level, and its callLegType field is consult, conference or main.
Data Dictionary: Call Leg Record (CLR) · CLR data dictionary, record definition and callLegType · Checked 2026-10-01
8
The CSR field abandonedSlCount counts calls terminated while in queue within the Service Level threshold provisioned for the queue or skill.
DataDictionary/CSR.md · CSR data dictionary, abandonedSlCount · Checked 2026-10-01
9
A Customer Session Record (CSR) represents the customer workflow as a sequence of customer activities; the activities themselves are Customer Activity Records (CAR).
DataDictionary/CSR.md · CSR data dictionary, opening definition · Checked 2026-10-01
10
The CSR field contactHandleType shows whether a call was handled as short, abandoned or normal, and isContactHandled flags whether an agent handled the contact.
DataDictionary/CSR.md · CSR data dictionary, contactHandleType and isContactHandled · Checked 2026-10-01
11
The CSR field queueCount is the number of queues the contact entered over the whole session.
DataDictionary/CSR.md · CSR data dictionary, queueCount · Checked 2026-10-01
12
The CSR fields shortInIVRCount and shortInQueueCount indicate whether a call was terminated as short while in IVR or while parked in queue, respectively.
DataDictionary/CSR.md · CSR data dictionary, shortInIVRCount and shortInQueueCount · Checked 2026-10-01
13
The CSR carries separate transfer counters: transferCount (times transferred by an agent), blindTransferCount (blind transfers to another agent or external DN) and agentToAgentTransferCount (inbound contacts transferred to another agent).
DataDictionary/CSR.md · CSR data dictionary, transferCount, blindTransferCount, agentToAgentTransferCount · Checked 2026-10-01
14
With the Show Full Customer Journey toggle off, the Contact Center Overview Historical dashboard uses its default queue view, and users can switch back to that view at any time.
What's new for administrators in Webex Contact Center · August 20, 2026 entry: Analyzer View of Full customer Journey within WxCC · Checked 2026-10-01
15
On 2026-08-20 Cisco introduced a Show Full Customer Journey toggle in the Analyzer Contact Center Overview Historical dashboard that shows contact metrics across the full interaction, including movement across queues, agents, consults, transfers and conferences.
What's new for administrators in Webex Contact Center · August 20, 2026 entry: Analyzer View of Full customer Journey within WxCC · Checked 2026-10-01
16
Daily or interval aggregates pulled from the Search API without a timezone argument are bucketed in UTC and will not line up with Analyzer reports run in the Tenant time zone unless the tenant is on UTC.inferred
webex-contact-center-api-samples: reporting-samples/graphql-sample README · README, aggregationInterval argument · Checked 2026-10-01
17
Counting abandons from per-leg CLR records and from per-session CSR records can give different totals for the same period, because one customer session can produce several queue-level legs.inferred
Data Dictionary: Call Leg Record (CLR) · CLR data dictionary, record definition and abandonedType · Checked 2026-10-01
18
Without Split Interval, a long interaction or agent state that crosses an interval boundary is attributed to the interval in which it ends, so interval reports can disagree with what a supervisor saw live in an earlier interval.inferred
What's new for supervisors in Webex Contact Center · July 2, 2025 entry: Split Interval Segment Reporting (Activity Duration) · Checked 2026-10-01
19
An Analyzer stock abandoned count that includes IVR abandons will normally exceed a Supervisor Desktop queue-level abandoned count for the same day, because the KPI card counts only contacts terminated in queue.inferred
Webex Contact Center Analyzer Stock Reports · Business Metrics > Abandoned Contacts · Checked 2026-10-01
20
Trend reports of consult, conference or transfer metrics that span 2025-10-30 may show a step change caused by the metric redefinition rather than by any change in agent behaviour.inferred
What's new for supervisors in Webex Contact Center · October 30, 2025 entry: Interaction Metrics Enhancement - Analyzer · Checked 2026-10-01
21
A supervisor whose Analyzer report runs in Browser time zone, comparing it with Supervisor Desktop day totals (always tenant midnight), is comparing different day boundaries and should expect the counts to differ.inferred
Supervise and manage Contact Center queues · Queue statistics section, time zone note · Checked 2026-10-01
22
With the default Short Call Threshold of 0 seconds, a caller who hangs up within a second or two is classified as abandoned rather than short, so abandoned counts can look higher than on a platform that had a non-zero short-call filter.inferred
Set up voice settings for Webex Contact Center · Manage call settings, Short Call Threshold · Checked 2026-10-01
23
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
Create Analyzer Service Level Percentage Report · Introduction / service level definition paragraph · Checked 2026-10-01
24
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
View your contact center KPI cards · Average Service Level KPI card definition · Checked 2026-10-01
25
Two people looking at the same Contact Center Overview Historical dashboard with the Show Full Customer Journey toggle set differently can see different per-queue totals for transferred or re-queued contacts.inferred
What's new for administrators in Webex Contact Center · August 20, 2026 entry: Analyzer View of Full customer Journey within WxCC · Checked 2026-10-01
26
A scheduled Analyzer report (tenant time zone) and the same report opened from a browser link (browser time zone) can show different daily or interval totals for a user whose browser time zone differs from the tenant time zone.inferred
Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, time zone setting in the Analyzer title bar · Checked 2026-10-01
27
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.
View your contact center KPI cards · Total Contacts Abandoned KPI card definition · Checked 2026-10-01
28
Supervisor Desktop KPI cards aggregate the current day from 00:00 in the time zone set for the organization.
View your contact center KPI cards · KPI cards overview, daily aggregation sentence · Checked 2026-10-01
29
On Supervisor Desktop KPI cards, Total Contacts Handled includes contacts currently connected to an agent, contacts connected and since terminated, and sudden disconnects.
View your contact center KPI cards · Total Contacts Handled KPI card definition · Checked 2026-10-01
30
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.
View your contact center KPI cards · Average Service Level KPI card definition · Checked 2026-10-01
31
Cisco states that Webex Contact Center Legacy Reports (real-time and historical) and Analyzer data do not match exactly because the data is computed differently.
Webex Contact Center Data Collection for Technical Assistance Center (TAC) · Reporting Issues (Analyzer or Legacy) · Checked 2026-10-01
32
On 2025-10-30 Cisco's Interaction Metrics Enhancement for Analyzer added eight new transfer metrics covering conference and consultation scenarios and modified thirteen existing metrics.
What's new for supervisors in Webex Contact Center · October 30, 2025 entry: Interaction Metrics Enhancement - Analyzer · Checked 2026-10-01
33
Before the 2025-10-30 metrics enhancement, some Analyzer metrics such as request count were triggered when the consulted agent answered rather than when the request was initiated.
What's new for supervisors in Webex Contact Center · October 30, 2025 entry: Interaction Metrics Enhancement - Analyzer · Checked 2026-10-01
34
Analyzer real-time reports remain available indefinitely because their data refreshes automatically, whereas historical reports stay active for 8 hours.
Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, running reports (report session lifetime) · Checked 2026-10-01
35
The default Short Call Threshold for a new Webex Contact Center tenant is 0 seconds.
Set up voice settings for Webex Contact Center · Manage call settings, Short Call Threshold · Checked 2026-10-01
36
The Webex Contact Center voice tenant setting Short Call Threshold is the time interval, in seconds, that determines whether a call is classified as short or abandoned.
Set up voice settings for Webex Contact Center · Manage call settings, Short Call Threshold · Checked 2026-10-01
37
The tech note describes Abandoned (termination type abandoned) as calls terminated before distribution to a destination site, and also calls that ring an agent who does not pick up.
Create Analyzer Service Level Percentage Report · Configure section, abandoned-calls measure step · Checked 2026-10-01
38
Cisco's 2020 Analyzer tech note defines Service Level % as calls answered within the queue's Service Level threshold divided by total calls including abandoned calls, multiplied by 100.
Create Analyzer Service Level Percentage Report · Introduction / service level definition paragraph · Checked 2026-10-01
39
The tech note counts a call as Handled when its Termination Type is normal or quick_disconnect.
Create Analyzer Service Level Percentage Report · Configure section, Step 5 · Checked 2026-10-01
40
In the tech note's service level construction, Offered calls are the sum of Handled and Abandoned calls.
Create Analyzer Service Level Percentage Report · Configure section, offered-calls measure step · Checked 2026-10-01
41
In the tech note, a call is In SL when it is handled and its queue duration is within the Service Level Threshold configured on the queue, with the threshold converted to milliseconds for the Analyzer filter.
Create Analyzer Service Level Percentage Report · Configure section, Step 10 · Checked 2026-10-01
42
From 2025-07-02 Analyzer offers a Split Interval option in the Compute panel that reports agent activity by interval rather than by interaction end time.
What's new for supervisors in Webex Contact Center · July 2, 2025 entry: Split Interval Segment Reporting (Activity Duration) · Checked 2026-10-01
43
The Analyzer stock Abandoned Contacts metric counts contacts abandoned in IVR, in queue waiting time, in sequential queue waiting time, in parallel queue waiting time (UCCX only), and when an agent does not receive the call.
Webex Contact Center Analyzer Stock Reports · Business Metrics > Abandoned Contacts · Checked 2026-10-01
44
In the Analyzer Agent Details stock report, Agent Transfer is the number of times an agent transferred inbound contacts to another agent after consult, from Sum of Agent To Agent Transfer Count.
Webex Contact Center Analyzer Stock Reports · Agent Reports > Agent Details, Agent Transfer · Checked 2026-10-01
45
In the Analyzer Agent Details stock report, Consult counts consults an agent was involved in, including consults the agent made and consults the agent received.
Webex Contact Center Analyzer Stock Reports · Agent Reports > Agent Details, Consult · Checked 2026-10-01
46
In the Analyzer Agent Volume stock report, total contacts handled is calculated as Sum of Connected Count plus Sum of Outdial Connected Count.
Webex Contact Center Analyzer Stock Reports · Multimedia Reports > Agent Volume · Checked 2026-10-01
47
The default Sudden Disconnect Threshold in Webex Contact Center voice settings is 30 seconds.
Set up voice settings for Webex Contact Center · Manage call settings, Sudden Disconnect Threshold · Checked 2026-10-01
48
The Webex Contact Center voice tenant setting Sudden Disconnect Threshold is the time interval, in seconds, that determines whether the agent handled the call or the call simply ended.
Set up voice settings for Webex Contact Center · Manage call settings, Sudden Disconnect Threshold · Checked 2026-10-01
49
The Supervisor Desktop queue statistics table defines Abandoned as interactions that overflowed or transferred after being handled today, which conflicts with the KPI card definition of abandoned as terminated in queue before connecting to an agent.disputed
Supervise and manage Contact Center queues · Queue statistics table, Abandoned row · Checked 2026-10-01
50
In Supervisor Desktop queue statistics, Avg. wait time includes ringing time.
Supervise and manage Contact Center queues · Queue statistics table, Avg. wait time row · Checked 2026-10-01
51
Supervisor Dashboard queue KPIs are calculated for the current day from 00:00 in the tenant time zone and reset daily at midnight tenant time.
Supervise and manage Contact Center queues · Queue statistics section, time zone note · Checked 2026-10-01
52
In Supervisor Desktop queue statistics, Total presented interactions counts contacts that entered the queue today, including waiting, handled, dropped, abandoned and RONA, calculated since midnight.
Supervise and manage Contact Center queues · Queue statistics table, Total presented interactions row · Checked 2026-10-01
53
Agents cannot change the time zone in Webex Contact Center Analyzer.
Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, time zone setting in the Analyzer title bar · Checked 2026-10-01
54
Analyzer reports opened through browser links always run in the Browser time zone, regardless of the tenant default.
Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, time zone setting in the Analyzer title bar · Checked 2026-10-01
55
In Webex Contact Center Analyzer, time zone is a per-user setting with two choices: Browser time zone or Tenant time zone.
Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, time zone setting in the Analyzer title bar · Checked 2026-10-01
56
Scheduled Analyzer jobs always run in the Tenant time zone.
Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, time zone setting in the Analyzer title bar · Checked 2026-10-01
57
The Tenant time zone is the default time zone in Webex Contact Center Analyzer.
Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, time zone setting in the Analyzer title bar · Checked 2026-10-01
58
From 2025-07-17 Analyzer lets a custom report define the start day of the week, and the setting only has effect for weekly intervals.
What's new for supervisors in Webex Contact Center · July 17, 2025 entry: User-Defined Start Day of Week for Enhanced Reporting in Analyzer · Checked 2026-10-01
59
In Webex Contact Center Enterprise, calls that abandon before the Abandon Call Wait Time threshold update RouterCallsOffered but not CallsAbandon.
Reporting Concepts Guide for Webex Contact Center Enterprise - Short Calls, Abandoned Calls, and Overflow Calls · How Abandoned Short Calls Affect Reporting · Checked 2026-10-01
60
In Webex Contact Center Enterprise, administrators can choose whether abandoned calls affect service level negatively, positively, or not at all.
Reporting Concepts Guide for Webex Contact Center Enterprise - Short Calls, Abandoned Calls, and Overflow Calls · Short Calls section, service level treatment of abandons · Checked 2026-10-01

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, October 1). Troubleshooting Webex Contact Center reporting discrepancies. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-reporting-discrepancies

BibTeX

@misc{warmtransfer-wxcc-reporting-discrepancies,
  title  = {Troubleshooting Webex Contact Center reporting discrepancies},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-reporting-discrepancies},
  note   = {Verified 2026-10-01}
}