Hi Robert - I am assuming you are trying to measure the total abandons that occur below some target duration. I think there are a couple of ways you can approach this.
1st method will bucket abandons into duration bins that can be reported on.
- Define your distributions (bin sizes) in the Workgroup container > Configuration tab > Configure Service Levels. The 1st bin would be your short duration threshold.
![](https://higherlogicdownload.s3.amazonaws.com/GENESYS/MessageImages/7cedf7134dfa41af88235eeaa30371b2.png)
- You can then view distribution volumes in the Queue Summary and Detail report
![](https://higherlogicdownload.s3.amazonaws.com/GENESYS/MessageImages/7a49cff5012449e69fe4e74adc77b9f4.png)
- You could also view this data in the database view > [IWrkgrpQueueStats > [nAbandonAcdSvcLvl1]
Next method would require you to have the Track Routing Exceptions option enable in the Interaction Tracker Configuration.
![](https://higherlogicdownload.s3.amazonaws.com/GENESYS/MessageImages/c9958b1334c14dc4b263310180fa89b7.png)
- You could then dynamically report on abandons from an alternate database view > [EE_AbandonEvents_viw] where [TimeInQueue] <= X.
Hope this helps.
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Raymond Hicks
Sutter Health
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Original Message:
Sent: 06-23-2022 06:18
From: Robert John Minano
Subject: Configure short abandon threshold
Hi everyone! How do we check the threshold for short abandoned and is there a way we can configure this? Thanks in advance!
#ArchitectureandDesign
#AskMeAnything(AMA)
#Integrations
#Reporting/Analytics
#SystemAdministration
#Telephony
------------------------------
Jhen Miñano
Accenture Solutions Private Limited
Original Message:
Sent: 06-22-2022 15:31
From: Robert John Minano
Subject: Configure short abandon threshold
Hi everyone! How do we check the threshold for short abandoned and is there a way we can configure this?
#ArchitectureandDesign
#AskMeAnything(AMA)
#Integrations
#Reporting/Analytics
#SystemAdministration
#Telephony
------------------------------
Jhen Miñano
Accenture Solutions Private Limited
------------------------------