InfoMart Change Short Abandoned Formula

[stevealix]

IN my organization we calculate short abandoned at 30 secs.
It appears that default for Short Abandoned is 10 secs as seems to be industry standard. I would like to update short abandoned to calculate at 30 secs. Any idea on how to modify the formula or create a new formula to calculate at 30 secs?

[cavagnaro]

InfoMart perse doesn't calculate anything, or you mean the BI reports you have? If so, you need to modify them.
As per the short abandon value, 30 secs is quite something, means the customer gave you 30 secs on a queue where you didn't offered him nothing. As standard will depend on your values and needs on your CC. There is no such global industry value, is a lie like the 80/20 concept. Each CC needs to analyze and understand their own

[stevealix]

yes I do mean my BI reports. I am looking for assistance in creating or modifying the variable for short abandoned to 30 secs as that is our current standard for shorts.

[eduardosaito]

I may be wrong but you can set the abandoned thresholds in GIM app options. Guess it´s agg-gim-thld-QUEUE-ABN section.

[n3vek7]

[agg-gim-thld-QUEUE-IXN]
Valid Values: a,b,c,d,e,f where each letter represents an integer from 0 to 2³¹-1 that represents one of the following thresholds:

[b]a=short-abandoned threshold for other than consult interactions[/b]
b=acceptance threshold for other than consult interactions
c=accepted-by-agent threshold for other than consult interactions
d=short-abandoned threshold for consult interactions
e=acceptance threshold for consult interactions
f=accepted-by-agent threshold for consult interactions

It can be set at the application level (InfoMart) or in the annex of the wanted VQ.