Introduction
This article describes the processes for setting the Minimum Abandon Duration in the Queues section of the Premier Contact Point administration module.
Background
Many organisations will set a Minimum Abandon Duration value on their queues to remove abandoned calls of a short nature (e.g. <10 seconds) from totals and percentages of calls.
Abandoned calls are defined by a call waiting in queue that has hung up before connecting with an agent.
How to set Minimum Abandoned Duration time
- Select Queues from the Administration menu panel.
- Select the relevant queue from the list and then click Edit.
- Navigate to the Priority & Thresholds tab and then enter a value in seconds to the Minimum abandoned duration (secs) field, followed by Save.
Changing the Minimum abandon duration time will not change historical data, it will only apply to new contacts received after the change is saved.
If there is no value set, the Minimum abandon duration will not apply.