Short Calls Abandoned in queue

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Created by: Sivakarthikeyan Velayutham on 12-04-2011 07:32:12 AM
Hi,
     In ICM Call_Type_HH table we have ShortCalls (calls answered by agents within threshold (10 secs)).
I would like to know where to find / how to calculate "Short calls which are abandoned" in queue within 10 secs.
In the Call Type configuration we have something called "bucket_interval" which will log abandoned calls for the configured bucket in "AbandInterval1", "AbandInterval2" etc. But this value doesn't seem to have "short calls abandoned". ICM schema guide says Short calls are not considered as abandoned as it is too early for ICM to decide if the call is abandoned.
 
Any help in this is much appreciated.
 
Thanks
Siva
 
 

Subject: RE: Short Calls Abandoned in queue
Replied by: Paige Delk on 20-05-2011 07:44:19 AM
Or, you can set your Short call threshold to 9 and your first bucket interval for Abandon calls at 10.

Subject: RE: Short Calls Abandoned in queue
Replied by: Mohit Gupta on 20-05-2011 03:43:19 AM
need to create report using call termination table with l logic on Duration <10 Sec

Subject: RE: Short Calls Abandoned in queue
Replied by: Mohamed Salim on 26-05-2011 12:58:31 PM
Short calls are those calls that abandon within the abandon threshold. This is set at ICM. If threshold is set to 0 none of the calls appear as Error Calls. Make sure the scripting is done smartly to avoid error calls.

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