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Understanding Short Abandoned Calls
Calls that are disconnected by a caller before an agent could attend are called abandoned calls. For example, a customer may have disconnected the call while waiting in the queue or the IVR. Understanding the reasons for abandoned calls is important for your business.
Sometimes, calls may be disconnected within a few seconds before your agents can answer the call. These are calls that are disconnected due to technical issues, or the customer could have disconnected after dialing an incorrect number or an IVR option.
Such calls cannot be counted as true abandoned calls. However, without the short abandoned threshold setting, these calls will be counted as abandoned calls and can affect your service level targets.
Short Abandoned Threshold
With short abandon threshold option, you can set the limit/duration for calculating abandoned calls. For example, if you set 5 seconds as the short abandon, calls disconnected before 5 seconds will be considered as short abandoned calls and are not included for service-level calculations. This helps you filter out unwanted abandoned calls.
Setting Up the Short Abdnon Threshold Limit
- Log in to your Freshcaller account.
Go to Admin Settings > Numbers. You can see the list of available numbers in your account. If you do not have any number, you can purchase a new number using the Buy New Number option.
Hover over the number for which you want to set short abandon and click on the edit icon. You will see the Number Properties tab.
Under Short abandon, enter the threshold limit in seconds. The default value is 5 seconds.
Click Save Changes.
Tip: You can easily export and view the list of short abandoned calls in your account from the Call Metrics tab using the short abandon option.