Sometimes, your customers might disconnect a call within very few seconds leaving no time for your agent to pick the call. To weed out such calls from being taken into consideration while calculating the service levels, you can set a short abandon time at the number level inside Freshcaller.
Go to Admin Settings > Numbers.
Click the Edit icon and you’ll find the short abandon time at the very end of the edit overlay.
Change the Short Abandon time based on your business’s standard and click Save.
This way any incoming call that rings for a duration less than the short abandon time will not be taken into account while calculating your Service Level.