Cisco Cisco Administrative Workstation User Guide

Reporting on Short Calls

If you have defined the thresholds for calls that are abandoned or answered too quickly to be
'counted', you can use reporting to quantify those calls. See also 

 and 

You can configure and report on two types of short calls:

•

Abandoned short calls

•

Answered short calls

You also have the option to not define a value for short calls.

Short calls apply only to voice calls. You do not define short calls for non-voice tasks, such as
single-session chat tasks.

A number of All Fields Reports contain a Short Tasks column to enable you to track calls that
are offered but are neither handled nor abandoned.

See also:

•

•

Abandoned Short Calls

A call is considered abandoned if it abandons after the value set for the Abandon Call Wait time
threshold. This is set globally.

If the call abandons before the Abandon Call Wait Time threshold, the call is reported as a short
call.

Abandoned short calls affect reporting because they update the CallsOffered field but not the
CallsAbandon field.

Answered Short Calls

Answered short calls reflect when a caller hangs up quickly if no agent answers the phone.

Answered short calls are reported for skill groups and agent skill groups.

The short call timer starts when the agent answers the call, and the CallsAnswered metric is
updated for these calls.

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)