Cisco Cisco IPCC Web Option User Guide

Short calls can abandon at the following:

•

Call type

•

VRU

•

While ringing on an agent's phone

The following table describes how abandoned short calls affected reporting depending on where
they abandon.

The short call timer starts as soon as the route request is received for the call. The
CallsOffered field is updated when the route request is received.

Short call abandoned at call type

If the call abandons within the Abandon Wait Time threshold, the ShortCalls field
is updated, but the number of calls abandoned is not updated. Since the call type is
the highest level reporting entity, calls that abandon at the VRU or at the agent's
phone can also be considered short calls at the call type if they abandon within the
call type's Abandon Wait Time threshold.

Calls that abandon at the VRU are calls that abandon while connected to the VRU.
The short call timer starts as soon as the call arrives at the VRU. If the call is

Short call abandoned at the VRU

This does not apply for System
IPCC Enterprise.

considered a short call at the VRU service, then Callsoffered will be pegged, but not
calls abandon. The short calls field will also be incremented for the VRU service.

For calls that abandon while ringing on the agent’s phone, the short call timer starts
as soon as the call enters the queue in the ‘Queue-To-SkillGroup” node. If the call

Short calls abandoned at the
agent's phone

abandons within the Abandon Wait Time threshold, the CallsOffered is incremented,
but not CallsAbandon.

Answered Short Calls - Not Applicable for System IPCC Deployments

For IPCC Enterprise, answered short calls apply to the skill group and the agent skill group.
This is the minimum amount of time that the call is connected to the agent. The short call timer
starts when the agent answers the call. CallsAnswered is updated for these calls. However, the
ShortCalls fields within the skill group and agent skill group tables are also incremented if the
Talk Time is less than the Answered short call threshold. The call is reported both as handled
and as a short call.

If auto-answer is enabled for the agent, and if there is a high number of short calls within a
certain interval, short calls could be used to determine which agents were not at their station
when a call was automatically answered. This assumes that the caller hangs up quickly when
there is no agent on the phone.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)