Abandoned Call Wait Time

[Rick Daoust]

Is it possible to configure the Abandoned Call Wait Time in UCCX 9.0.1?

[Aaron Harrison]

Can you define what you mean by that term?

You can't control when people abandon, but you can control the amount of time you allow them to wait.

Aaron

[Rick Daoust]

Is it possible to configure the amount of time that must elapse before a call is marked as abandoned? I would like to avoid having calls who didn't even ring once to be marked as abandoned and skew the call centre metrics.

Thanks,

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[Aaron Harrison]

Hi Rick

Not really - some of the reports report based on service level calculations; for example you can specify on a CSQ that you intend to answer calls within 20 seconds. The CSQ (By Interval) report will then show calls abandoned, but also calls abandoned within your service level so you can exclude those.

If you want to exclude calls that have less than x seconds ringing then you would need to look at a custom report.

Aaron

[Rick Daoust]

Is this something that is available in UCCE?

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[Aaron Harrison]

Hi Rick

That's not a product I work with - hopefully someone else will chip in there.

What I can tell you is that it's a very different product to what you have and if this is your only requirement it probably won't be cost effective :-)

Aaron

[Juan carlos Arcaya Padilla]

hi, you can check this link

https://supportforums.cisco.com/message/1039272#1039272

regards