04-14-2024 11:47 PM
We have many calls consider as abandoned due to caller hang-up, how I can make the calls consider abandoned if ring on agent more than 10sec, and if the calls ring on agent less than 10sec not consider as abandoned, because many calls hang-up after ring to agent in 1sec and that effect the evaluation on agents...
04-15-2024 01:34 PM
The logic in this post may give you what you want?
https://community.cisco.com/t5/contact-center/adjusting-abandoned-call-timer/td-p/2364794
04-17-2024 11:42 PM
so this is done through script only, no other way from administrator page or reports i can check
04-18-2024 04:22 PM
You may find this helpful as well.
https://community.cisco.com/t5/contact-center/how-to-mark-short-calls-in-uccx-as-handled/td-p/3692091
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