Abandoned calls. The idea is that if someone calls your call center by mistake and hears the greeting and drops within (default) 5 seconds, you don't want to count that as an abandoned call. It makes the agents look bad and really doesn't add any value.
That being said, some customers ask that this be set to zero. They want to track every call and count those short abandoned calls. Crazy stuff.
The problem with short calls in ICM is it is a single global setting. It's set in System Information and is ICM-wise.
I wish it could be applied on a call type, like the other settings. I have some international CVP deployments where the contact centers in each country have some autonomy and some want short calls, and others don't.
In ICM system information, I have changed the Abandoned call wait time from 5 to 0 secs.But still I can see Short calls in Call type report of Skill group. I have configured Bucket intervals.Please advise how can I avoid short calls in Call type report.
That's all there is to it, mate. Bucket Intervals are nice, but don't affect short calls. You will still see short calls in old reports, data from before the change. Historical reports after the change will not show short calls. Give it time.
The normal one the customer is interested in is the abandoned short call - set in System Information.
It's simply an abandoned call that was queued for an amount of time less than the configured "Abandoned call wait time". If you change this setting it will not re-evaluate short call counts determined in the past, but the setting will apply to the future.
It's not a problem or anything fancy. The caller simply abandoned.
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