Calls that have entered the system but the customer disconnected before a set number of seconds that you defined.
Typically, these are calls abandoned shortly after reaching the queue from callers who have dialed the wrong number or who have selected the wrong IVR option. The timer starts counting when the call enters the system and as soon as the event call_initiated is emitted.
These calls do not impact Service Level Calculation.
The Short abandoned threshold is optionally set by the account admin.
Updated almost 2 years ago