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Short Abandons

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Abandoned short calls, or “short abandons”, are those calls that have entered the system but the customer disconnected before a set number of seconds that you define.

Deciding how you classify abandoned calls allows you to either include or filter out from your abandon call metrics those calls that did not stay in the system long enough to be considered events. Typically, these are calls abandoned shortly after reaching the queue from callers who have dialled the wrong number or selected the wrong IVR option.

Abandoned calls are calls that are abandoned on or after the short abandon threshold time. These are considered to be true abandons, where callers truly intended to wait in the queue before abandoning the call.

When a caller terminates the call before it is answered, this will be listed under the phone number and ring group’s Abandoned Calls metrics. This also includes statistics for short abandons, unless you choose to filter these out.

 

How to Filter Short Abandoned Calls

To configure a ‘short abandoned calls’ threshold for your account, follow these steps:

  • Log into your Talkdesk account as an Administrator.
  • Click on the "Admin" tab at the top of the page [1].
  • Select the "Preferences" tab [2].

  • Scroll down to ‘Metrics Settings’ [3].
  • Under ‘Filter Short Abandoned Calls’ [4], by default the ‘No’ option is selected: all abandoned calls are counted for abandoned calls statistics. Select ‘Yes’ to filter short abandons [5].
  • Type in the number of seconds you wish to have as threshold for classifying short abandons [6]. Note: Time must be set in seconds, without decimals.

  • Scroll down to the bottom of the page and click "Save" to apply the settings.

 

How to Filter Short Abandoned Calls per Number


To configure a ‘short abandoned calls’ threshold for a specific phone number, follow these steps:

  • Log into your Talkdesk account as an Administrator.
  • Click on the "Admin" tab at the top of the page [1].
  • Select the "Numbers" tab [2].

  • Click the number you want to set a short abandons threshold.
  • Select the “Custom Settings” tab [3].
  • Tick ‘yes’ to  ‘Override Account Settings’ [4].

  • Scroll down to ‘Metrics Settings’ [5].
  • Under ‘Filter Short Abandoned Calls’, by default the ‘No’ option is selected: all abandoned calls are counted for abandoned calls statistics. Select ‘Yes’ to filter short abandons [6].
  • Type in the number of seconds you wish to have as threshold for classifying short abandons [7]. Note: Time must be set in seconds, without decimals.
  • Click "Save" to apply the settings [8].

 

Once you enable this filter, short abandons are excluded from abandonment rate/time metrics in reporting, and are not counted as true abandoned calls. These changes will not be reflected on your previous abandoned calls metrics.

Note: although short abandons do not count toward your abandon metrics, they are still counted as inbound calls.

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