Option to filter out spam calls from abandoned

3 votes

Change anything under one minute to not appear as abandoned, but as potential spam. Still allow the customer to pull those numbers and they can decide if they were spam or not.

Done ECS Suggested by: Colleen McCasland (07 Jul, '20) • Upvoted: 19 Oct, '21 • Comments: 9

Comments: 9

08 Jul, '20
Rich Fox Admin
Have you considered utilizing the Exclude Short Abandoned Interactions feature to remove those calls from the Service Level and Answer Rate metrics? Please see the following link for more information on that feature.
https://support.evolveip.net/display/EIQ/ECS+Setup+Portal%3A+Business+Structure+-+Handling+Timeouts+at+the+Business+Process+Level
09 Jul, '20
Colleen McCasland
Awesome! I put in a ticket to see if we were able to do this and told we were not able to. Thanks Rich!
09 Jul, '20
Rich Fox Admin
Let me know if you need any help! Have a great day!
30 Jul, '20
Colleen McCasland
Actually Rich even if this is set to 25 seconds the calls are showing in reporting as abandoned.
03 Aug, '20
Rich Fox Admin
You are correct - they are still considered an abandoned call. That setting removes the "short abandoned" calls from the Service Level and Answer Rate metrics. What is your feature request - how should the system operate differently?
07 Aug, '20
Colleen McCasland
I would like short abandoned calls to be marked as short abandoned and not abandoned so we could filter out the difference when doing our reporting.
10 Sep, '20
Colleen McCasland
Do you have any plans on making this available?
14 Sep, '20
Rich Fox Admin
We determine our feature enhancements based upon the feedback we receive so that the product's direction is determined by our clients. This specific enhancement request is Under Consideration for a future release.
15 Sep, '23
Scott Arnold Admin
This option has been implemented in 7.03 report to filter short abandons from Abandons Call total and Abandon %.
Also, there is a unique counter for Short Abandons.