Short calls

[jcarroll01]

When setting "short calls" in the configuration area of CC6, where does that affect or rpeort values for such calls?

Is there any way to get a value for calls abandoned less than "Short call value" at the skillset level?

 

[bajangsa]

A short call is not an abandoned call, but a answered call with a unnatural short duration - 5 or 10 sec.

You can see precisely when the calls are abandoned in the report Application Delay Before Abandon - chart showing intervals of 2 sec.

 

[jcarroll01]

Yes, I understand. I just worded my qustion somewhat poorly.

We are looking to exclude calls that had a duration of less than 5 seconds, but we use the SkillsetStat data for most of our accounting....there doesn't seem to be a place to account for short calls at the Skillset level except to bring in the AgentSkillsetStat data which we would rather not do.

 

[bajangsa]

Right you are - how about using the Report Creation Wizard and suppress the agent names in the report - or use ODBC.