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Phantom Abandon Call timer
- Thread starter efrosinia
- Start date
This is my understanding:
When this is enabled, you can set a timer (in seconds) that will not count a call as abandoned if the threshold is not met.
So if you want to ignore any call that is abandoned under 10 seconds after queing to a skill, the entry would be 10.
It helps a call center to not consider call that terminate after queuing as abandoned if the caller doesn't wait a specific amount of time before haning up.
Some call centers may not be concerened with callers who don't stay on the line longer than X seconds in queue and don't want them to be counted against their abandoned metrics for their call center. It may not be that the caller was frustrated with waiting (10 seconds isn't very long) but another call may have come in so they hung up, someone may have interrupted them, they might have lost their cell phone connection in a tunnel, etc.
- Stinney
Favorite all too common vendor response: "We've never seen this issue before.
When this is enabled, you can set a timer (in seconds) that will not count a call as abandoned if the threshold is not met.
So if you want to ignore any call that is abandoned under 10 seconds after queing to a skill, the entry would be 10.
It helps a call center to not consider call that terminate after queuing as abandoned if the caller doesn't wait a specific amount of time before haning up.
Some call centers may not be concerened with callers who don't stay on the line longer than X seconds in queue and don't want them to be counted against their abandoned metrics for their call center. It may not be that the caller was frustrated with waiting (10 seconds isn't very long) but another call may have come in so they hung up, someone may have interrupted them, they might have lost their cell phone connection in a tunnel, etc.
- Stinney
Favorite all too common vendor response: "We've never seen this issue before.
- Status
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