report for short calls

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Jul 1st, 2009
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Does anyone know if there is a report for short calls (say calls that are under 20 seconds or something like that)? I am having complaints of dropped calls after being in queue for a long time and am wondering if it is dropping somewhere at the transfer point. I already ran a report for RONA and it looks OK.

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vmoopeung Tue, 07/07/2009 - 06:05
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You can configure answered short calls for agents and skill groups. This is not applicable for System IPCC or ARI deployments. Set the Answered Short Call Threshold to the number of seconds that you want when configuring the peripheral using the configuration tool. All calls that have talk times less than the configured threshold will be considered as short calls. These calls are incremented in the Short Calls field in the Agent_Skill_Group_Half_Hour and Skill_Group_Half_Hour database tables. If you do not want answered short calls to impact Service Level, set the value to be less than the Service Level threshold. Answered short calls are not available for the call type. If you do not want to count any answered calls as short calls regardless of how quickly they terminate, you can disable answered short calls by leaving the Answered Short Call Threshold field blank.


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