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  • 1.  Exclude short abandoned from the abandoned count

    Posted 04-24-2025 09:05
    No replies, thread closed.

    Hi everyone.

    Have a question, hope someone can help.

    According to the documentation. and confirmed by Genesys Care, the Short Abandoned calls are excluded from the SLA calculation only.

    However, I found in the Ideas Lab a request to exclude Short Abandoned from the Abandoned rate calculation (ANLS-I-574) with status "Delivered".

    One of them has to be incorrect, anyone knows which one?
    Thanks for your help


    #Calculations
    #Metrics

    ------------------------------
    Vasco Fonseca
    Service Desk Team Lead
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  • 2.  RE: Exclude short abandoned from the abandoned count
    Best Answer

    Posted 04-25-2025 04:56
    No replies, thread closed.

    Hi Vasco,

    I believe care and the idea are the same thing, you can exclude short abandons from the calculation, but you cant completely remove a short abandons from the metrics.  A short abandon is an interaction that disconnected before a certain amount of time.  What would your rational for removing short abandons from the count, as they are still an abandoned call?



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Exclude short abandoned from the abandoned count

    Posted 08-21-2025 15:20
    No replies, thread closed.

    Hello everyone,

    I would like some clarification regarding Service Level and Abandon Calls in Genesys:

    1. Is there a formula in Genesys to calculate Short Abandon?
    2. How can I correctly calculate Short Abandon?
    3. Is it possible to exclude Abandoned Calls from the Service Level calculation? If yes, how can I configure or apply this exclusion?

    Thank you in advance for your support.



    ------------------------------
    Ema Massingue
    Manager
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    Original Message


  • 4.  RE: Exclude short abandoned from the abandoned count

    Posted 08-22-2025 10:46
    No replies, thread closed.

    Ema, there is a lot of information at (and linked from) https://help.mypurecloud.com/articles/configure-contact-center-analytics-options/

    Short Abandon is defined in seconds...there's no formula to calculate it. It is a call that fails to get connected to an agent in less than the defined value (basic definition...read more on the Resource Center page)



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


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