Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on June 08, 2016, 04:53:44 PM

Title: Abandon Calls in Short Range (SF calculation)
Post by: cavagnaro on June 08, 2016, 04:53:44 PM

Hi guys,
Wondering just as curiosity, based on your experience, which values have been the most extreme ones used for this variable?
Having a customer willing to put 90 seconds but with those times better not to have SF at all...and yours?

Title: Re: Abandon Calls in Short Range (SF calculation)
Post by: hsujdik on June 08, 2016, 05:18:51 PM

This might vary according to the business segment of the company, how large the call center is, the volume of calls, etc. (you probably know it but just remarking for any future reference).

Most projects I have worked on use 10seconds as metric for short calls. Some have used 60 secs. Again, that may vary a lot

Title: Re: Abandon Calls in Short Range (SF calculation)
Post by: cavagnaro on June 08, 2016, 05:24:58 PM

Yes I do know but for the size of this specific AG makes no sense ;) just as an anecdotic issue