Genesys Cloud - Main

When looking at abandons, I see there are different duration settings for "a/b" etc under the contact center analytics.  I also see the "Short disconnect time".  What I'm trying to do is eliminate abandons that are <10s from reporting on our dashboards and queue performance views.  Is there a setting I'm missing for the analytics/reporting?
#Reporting/Analytics

------------------------------
Brandon Wilch
Indiana University Health
------------------------------

Have never been able to do this on purecloud. We implemented emite which allows you to do this.​

------------------------------
sam spicer
Curo Group
------------------------------

Original Message:
Sent: 08-01-2019 16:14
From: Brandon Wilch
Subject: Ignore abandons less than specified time for analytics

When looking at abandons, I see there are different duration settings for "a/b" etc under the contact center analytics.  I also see the "Short disconnect time".  What I'm trying to do is eliminate abandons that are <10s from reporting on our dashboards and queue performance views.  Is there a setting I'm missing for the analytics/reporting?
#Reporting/Analytics

------------------------------
Brandon Wilch
Indiana University Health
------------------------------

Hi Brandon, have you checked out our abandon metrics view?

You can configure what's deemed as a short abandon and what buckets of time you care about for abandons https://help.mypurecloud.com/articles/configure-abandon-intervals-for-the-abandon-intervals-metric-view/ and then you can access a view that has counts for each bucket of time https://help.mypurecloud.com/articles/abandon-intervals-metrics-view/. Hopefully it's a step in the right direction in helping you get insights from your abandon data.

------------------------------
Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys
------------------------------

Original Message:
Sent: 08-01-2019 16:14
From: Brandon Wilch
Subject: Ignore abandons less than specified time for analytics

When looking at abandons, I see there are different duration settings for "a/b" etc under the contact center analytics.  I also see the "Short disconnect time".  What I'm trying to do is eliminate abandons that are <10s from reporting on our dashboards and queue performance views.  Is there a setting I'm missing for the analytics/reporting?
#Reporting/Analytics

------------------------------
Brandon Wilch
Indiana University Health
------------------------------

Hi Maisey,

The abandon metrics view ​does let you work out the calculation manually but purecloud still counts the short abandons in the overall views. it would be really handy if you could tell purecloud not to count these in abandonment %'s

------------------------------
sam spicer
Curo Group
------------------------------

Original Message:
Sent: 08-05-2019 08:35
From: Maisey Harris
Subject: Ignore abandons less than specified time for analytics

Hi Brandon, have you checked out our abandon metrics view?

You can configure what's deemed as a short abandon and what buckets of time you care about for abandons https://help.mypurecloud.com/articles/configure-abandon-intervals-for-the-abandon-intervals-metric-view/ and then you can access a view that has counts for each bucket of time https://help.mypurecloud.com/articles/abandon-intervals-metrics-view/. Hopefully it's a step in the right direction in helping you get insights from your abandon data.

------------------------------
Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys

Original Message:
Sent: 08-01-2019 16:14
From: Brandon Wilch
Subject: Ignore abandons less than specified time for analytics

When looking at abandons, I see there are different duration settings for "a/b" etc under the contact center analytics.  I also see the "Short disconnect time".  What I'm trying to do is eliminate abandons that are <10s from reporting on our dashboards and queue performance views.  Is there a setting I'm missing for the analytics/reporting?
#Reporting/Analytics

------------------------------
Brandon Wilch
Indiana University Health
------------------------------

Hi Sam,

That's a great suggestion. I recommend adding an Idea for that so our Product team can prioritize it.

Thanks!

------------------------------
Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys
------------------------------

Original Message:
Sent: 08-05-2019 08:44
From: sam spicer
Subject: Ignore abandons less than specified time for analytics

Hi Maisey,

The abandon metrics view ​does let you work out the calculation manually but purecloud still counts the short abandons in the overall views. it would be really handy if you could tell purecloud not to count these in abandonment %'s

------------------------------
sam spicer
Curo Group

Original Message:
Sent: 08-05-2019 08:35
From: Maisey Harris
Subject: Ignore abandons less than specified time for analytics

Hi Brandon, have you checked out our abandon metrics view?

You can configure what's deemed as a short abandon and what buckets of time you care about for abandons https://help.mypurecloud.com/articles/configure-abandon-intervals-for-the-abandon-intervals-metric-view/ and then you can access a view that has counts for each bucket of time https://help.mypurecloud.com/articles/abandon-intervals-metrics-view/. Hopefully it's a step in the right direction in helping you get insights from your abandon data.

------------------------------
Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys

Original Message:
Sent: 08-01-2019 16:14
From: Brandon Wilch
Subject: Ignore abandons less than specified time for analytics

When looking at abandons, I see there are different duration settings for "a/b" etc under the contact center analytics.  I also see the "Short disconnect time".  What I'm trying to do is eliminate abandons that are <10s from reporting on our dashboards and queue performance views.  Is there a setting I'm missing for the analytics/reporting?
#Reporting/Analytics

------------------------------
Brandon Wilch
Indiana University Health
------------------------------

​Have listed on the ideas board as below :)
https://purecloud.ideas.aha.io/ideas/CLINB-I-625

------------------------------
sam spicer
Curo Group
------------------------------

Original Message:
Sent: 08-05-2019 08:48
From: Maisey Harris
Subject: Ignore abandons less than specified time for analytics

Hi Sam,

That's a great suggestion. I recommend adding an Idea for that so our Product team can prioritize it.

Thanks!

------------------------------
Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys

Original Message:
Sent: 08-05-2019 08:44
From: sam spicer
Subject: Ignore abandons less than specified time for analytics

Hi Maisey,

The abandon metrics view ​does let you work out the calculation manually but purecloud still counts the short abandons in the overall views. it would be really handy if you could tell purecloud not to count these in abandonment %'s

------------------------------
sam spicer
Curo Group

Original Message:
Sent: 08-05-2019 08:35
From: Maisey Harris
Subject: Ignore abandons less than specified time for analytics

Hi Brandon, have you checked out our abandon metrics view?

You can configure what's deemed as a short abandon and what buckets of time you care about for abandons https://help.mypurecloud.com/articles/configure-abandon-intervals-for-the-abandon-intervals-metric-view/ and then you can access a view that has counts for each bucket of time https://help.mypurecloud.com/articles/abandon-intervals-metrics-view/. Hopefully it's a step in the right direction in helping you get insights from your abandon data.

------------------------------
Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys

Original Message:
Sent: 08-01-2019 16:14
From: Brandon Wilch
Subject: Ignore abandons less than specified time for analytics

When looking at abandons, I see there are different duration settings for "a/b" etc under the contact center analytics.  I also see the "Short disconnect time".  What I'm trying to do is eliminate abandons that are <10s from reporting on our dashboards and queue performance views.  Is there a setting I'm missing for the analytics/reporting?
#Reporting/Analytics

------------------------------
Brandon Wilch
Indiana University Health
------------------------------

Great suggestion Sam
This seems like this is a very simplistic request and should be achievable. We have been asking for this functionality for some time now. I did go to the Idea site and voted on your suggestion.

Thanks again.
Ray Richardson
Werner Co

------------------------------
Ray Richardson
Werner
------------------------------

Original Message:
Sent: 08-05-2019 11:18
From: sam spicer
Subject: Ignore abandons less than specified time for analytics

​Have listed on the ideas board as below :)
https://purecloud.ideas.aha.io/ideas/CLINB-I-625

------------------------------
sam spicer
Curo Group

Original Message:
Sent: 08-05-2019 08:48
From: Maisey Harris
Subject: Ignore abandons less than specified time for analytics

Hi Sam,

That's a great suggestion. I recommend adding an Idea for that so our Product team can prioritize it.

Thanks!

------------------------------
Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys

Original Message:
Sent: 08-05-2019 08:44
From: sam spicer
Subject: Ignore abandons less than specified time for analytics

Hi Maisey,

The abandon metrics view ​does let you work out the calculation manually but purecloud still counts the short abandons in the overall views. it would be really handy if you could tell purecloud not to count these in abandonment %'s

------------------------------
sam spicer
Curo Group

Original Message:
Sent: 08-05-2019 08:35
From: Maisey Harris
Subject: Ignore abandons less than specified time for analytics

Hi Brandon, have you checked out our abandon metrics view?

You can configure what's deemed as a short abandon and what buckets of time you care about for abandons https://help.mypurecloud.com/articles/configure-abandon-intervals-for-the-abandon-intervals-metric-view/ and then you can access a view that has counts for each bucket of time https://help.mypurecloud.com/articles/abandon-intervals-metrics-view/. Hopefully it's a step in the right direction in helping you get insights from your abandon data.

------------------------------
Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys

Original Message:
Sent: 08-01-2019 16:14
From: Brandon Wilch
Subject: Ignore abandons less than specified time for analytics

When looking at abandons, I see there are different duration settings for "a/b" etc under the contact center analytics.  I also see the "Short disconnect time".  What I'm trying to do is eliminate abandons that are <10s from reporting on our dashboards and queue performance views.  Is there a setting I'm missing for the analytics/reporting?
#Reporting/Analytics

------------------------------
Brandon Wilch
Indiana University Health
------------------------------

Thanks for setting the idea.  The points I was trying to make have indeed been addressed by others, so it seems we're not the only one frustrated with this.  @Maisey Harris we had read through the documentation, but the suggested idea addresses what we're wanting to do, so I think we're set now.​

------------------------------
Brandon Wilch
Indiana University Health
------------------------------

Original Message:
Sent: 08-05-2019 12:46
From: Ray Richardson
Subject: Ignore abandons less than specified time for analytics

Great suggestion Sam
This seems like this is a very simplistic request and should be achievable. We have been asking for this functionality for some time now. I did go to the Idea site and voted on your suggestion.

Thanks again.
Ray Richardson
Werner Co

------------------------------
Ray Richardson
Werner

Original Message:
Sent: 08-05-2019 11:18
From: sam spicer
Subject: Ignore abandons less than specified time for analytics

​Have listed on the ideas board as below :)
https://purecloud.ideas.aha.io/ideas/CLINB-I-625

------------------------------
sam spicer
Curo Group

Original Message:
Sent: 08-05-2019 08:48
From: Maisey Harris
Subject: Ignore abandons less than specified time for analytics

Hi Sam,

That's a great suggestion. I recommend adding an Idea for that so our Product team can prioritize it.

Thanks!

------------------------------
Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys

Original Message:
Sent: 08-05-2019 08:44
From: sam spicer
Subject: Ignore abandons less than specified time for analytics

Hi Maisey,

The abandon metrics view ​does let you work out the calculation manually but purecloud still counts the short abandons in the overall views. it would be really handy if you could tell purecloud not to count these in abandonment %'s

------------------------------
sam spicer
Curo Group

Original Message:
Sent: 08-05-2019 08:35
From: Maisey Harris
Subject: Ignore abandons less than specified time for analytics

Hi Brandon, have you checked out our abandon metrics view?

You can configure what's deemed as a short abandon and what buckets of time you care about for abandons https://help.mypurecloud.com/articles/configure-abandon-intervals-for-the-abandon-intervals-metric-view/ and then you can access a view that has counts for each bucket of time https://help.mypurecloud.com/articles/abandon-intervals-metrics-view/. Hopefully it's a step in the right direction in helping you get insights from your abandon data.

------------------------------
Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys

Original Message:
Sent: 08-01-2019 16:14
From: Brandon Wilch
Subject: Ignore abandons less than specified time for analytics

When looking at abandons, I see there are different duration settings for "a/b" etc under the contact center analytics.  I also see the "Short disconnect time".  What I'm trying to do is eliminate abandons that are <10s from reporting on our dashboards and queue performance views.  Is there a setting I'm missing for the analytics/reporting?
#Reporting/Analytics

------------------------------
Brandon Wilch
Indiana University Health
------------------------------

All - Thanks for the feedback.  This is something that has been on my mind for awhile.  I'll promote it to accepted in the Ideas lab and get back to you once I have a better idea of delivery timeframes.  My current thought is that we will read the short Abandon interval setting in Admin and similar to configuring whether to include or exclude flowouts you will have an additional option to include/exclude short abandons in the service level calculation in admin. 

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 08-05-2019 12:57
From: Brandon Wilch
Subject: Ignore abandons less than specified time for analytics

Thanks for setting the idea.  The points I was trying to make have indeed been addressed by others, so it seems we're not the only one frustrated with this.  @Maisey Harris we had read through the documentation, but the suggested idea addresses what we're wanting to do, so I think we're set now.​

------------------------------
Brandon Wilch
Indiana University Health

Original Message:
Sent: 08-05-2019 12:46
From: Ray Richardson
Subject: Ignore abandons less than specified time for analytics

Great suggestion Sam
This seems like this is a very simplistic request and should be achievable. We have been asking for this functionality for some time now. I did go to the Idea site and voted on your suggestion.

Thanks again.
Ray Richardson
Werner Co

------------------------------
Ray Richardson
Werner

Original Message:
Sent: 08-05-2019 11:18
From: sam spicer
Subject: Ignore abandons less than specified time for analytics

​Have listed on the ideas board as below :)
https://purecloud.ideas.aha.io/ideas/CLINB-I-625

------------------------------
sam spicer
Curo Group

Original Message:
Sent: 08-05-2019 08:48
From: Maisey Harris
Subject: Ignore abandons less than specified time for analytics

Hi Sam,

That's a great suggestion. I recommend adding an Idea for that so our Product team can prioritize it.

Thanks!

------------------------------
Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys

Original Message:
Sent: 08-05-2019 08:44
From: sam spicer
Subject: Ignore abandons less than specified time for analytics

Hi Maisey,

The abandon metrics view ​does let you work out the calculation manually but purecloud still counts the short abandons in the overall views. it would be really handy if you could tell purecloud not to count these in abandonment %'s

------------------------------
sam spicer
Curo Group

Original Message:
Sent: 08-05-2019 08:35
From: Maisey Harris
Subject: Ignore abandons less than specified time for analytics

Hi Brandon, have you checked out our abandon metrics view?

You can configure what's deemed as a short abandon and what buckets of time you care about for abandons https://help.mypurecloud.com/articles/configure-abandon-intervals-for-the-abandon-intervals-metric-view/ and then you can access a view that has counts for each bucket of time https://help.mypurecloud.com/articles/abandon-intervals-metrics-view/. Hopefully it's a step in the right direction in helping you get insights from your abandon data.

------------------------------
Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys

Original Message:
Sent: 08-01-2019 16:14
From: Brandon Wilch
Subject: Ignore abandons less than specified time for analytics

When looking at abandons, I see there are different duration settings for "a/b" etc under the contact center analytics.  I also see the "Short disconnect time".  What I'm trying to do is eliminate abandons that are <10s from reporting on our dashboards and queue performance views.  Is there a setting I'm missing for the analytics/reporting?
#Reporting/Analytics

------------------------------
Brandon Wilch
Indiana University Health
------------------------------

Thanks @Darlene Oordt that would be amazing. It often causes confusion with our floor management as our end of day stats and the realtime stats are different!​

------------------------------
sam spicer
Curo Group
------------------------------

Original Message:
Sent: 08-05-2019 15:03
From: Darlene Oordt
Subject: Ignore abandons less than specified time for analytics

All - Thanks for the feedback.  This is something that has been on my mind for awhile.  I'll promote it to accepted in the Ideas lab and get back to you once I have a better idea of delivery timeframes.  My current thought is that we will read the short Abandon interval setting in Admin and similar to configuring whether to include or exclude flowouts you will have an additional option to include/exclude short abandons in the service level calculation in admin. 

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees

Original Message:
Sent: 08-05-2019 12:57
From: Brandon Wilch
Subject: Ignore abandons less than specified time for analytics

Thanks for setting the idea.  The points I was trying to make have indeed been addressed by others, so it seems we're not the only one frustrated with this.  @Maisey Harris we had read through the documentation, but the suggested idea addresses what we're wanting to do, so I think we're set now.​

------------------------------
Brandon Wilch
Indiana University Health

Original Message:
Sent: 08-05-2019 12:46
From: Ray Richardson
Subject: Ignore abandons less than specified time for analytics

Great suggestion Sam
This seems like this is a very simplistic request and should be achievable. We have been asking for this functionality for some time now. I did go to the Idea site and voted on your suggestion.

Thanks again.
Ray Richardson
Werner Co

------------------------------
Ray Richardson
Werner

Original Message:
Sent: 08-05-2019 11:18
From: sam spicer
Subject: Ignore abandons less than specified time for analytics

​Have listed on the ideas board as below :)
https://purecloud.ideas.aha.io/ideas/CLINB-I-625

------------------------------
sam spicer
Curo Group

Original Message:
Sent: 08-05-2019 08:48
From: Maisey Harris
Subject: Ignore abandons less than specified time for analytics

Hi Sam,

That's a great suggestion. I recommend adding an Idea for that so our Product team can prioritize it.

Thanks!

------------------------------
Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys

Original Message:
Sent: 08-05-2019 08:44
From: sam spicer
Subject: Ignore abandons less than specified time for analytics

Hi Maisey,

The abandon metrics view ​does let you work out the calculation manually but purecloud still counts the short abandons in the overall views. it would be really handy if you could tell purecloud not to count these in abandonment %'s

------------------------------
sam spicer
Curo Group

Original Message:
Sent: 08-05-2019 08:35
From: Maisey Harris
Subject: Ignore abandons less than specified time for analytics

Hi Brandon, have you checked out our abandon metrics view?

You can configure what's deemed as a short abandon and what buckets of time you care about for abandons https://help.mypurecloud.com/articles/configure-abandon-intervals-for-the-abandon-intervals-metric-view/ and then you can access a view that has counts for each bucket of time https://help.mypurecloud.com/articles/abandon-intervals-metrics-view/. Hopefully it's a step in the right direction in helping you get insights from your abandon data.

------------------------------
Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys

Original Message:
Sent: 08-01-2019 16:14
From: Brandon Wilch
Subject: Ignore abandons less than specified time for analytics

When looking at abandons, I see there are different duration settings for "a/b" etc under the contact center analytics.  I also see the "Short disconnect time".  What I'm trying to do is eliminate abandons that are <10s from reporting on our dashboards and queue performance views.  Is there a setting I'm missing for the analytics/reporting?
#Reporting/Analytics

------------------------------
Brandon Wilch
Indiana University Health
------------------------------

That's awesome, thanks!  A lot of my customers will be very happy to see this.

------------------------------
Mike Steinke
Packet Fusion, Inc.
------------------------------

Original Message:
Sent: 08-05-2019 15:03
From: Darlene Oordt
Subject: Ignore abandons less than specified time for analytics

All - Thanks for the feedback.  This is something that has been on my mind for awhile.  I'll promote it to accepted in the Ideas lab and get back to you once I have a better idea of delivery timeframes.  My current thought is that we will read the short Abandon interval setting in Admin and similar to configuring whether to include or exclude flowouts you will have an additional option to include/exclude short abandons in the service level calculation in admin. 

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees

Original Message:
Sent: 08-05-2019 12:57
From: Brandon Wilch
Subject: Ignore abandons less than specified time for analytics

Thanks for setting the idea.  The points I was trying to make have indeed been addressed by others, so it seems we're not the only one frustrated with this.  @Maisey Harris we had read through the documentation, but the suggested idea addresses what we're wanting to do, so I think we're set now.​

------------------------------
Brandon Wilch
Indiana University Health

Original Message:
Sent: 08-05-2019 12:46
From: Ray Richardson
Subject: Ignore abandons less than specified time for analytics

Great suggestion Sam
This seems like this is a very simplistic request and should be achievable. We have been asking for this functionality for some time now. I did go to the Idea site and voted on your suggestion.

Thanks again.
Ray Richardson
Werner Co

------------------------------
Ray Richardson
Werner

Original Message:
Sent: 08-05-2019 11:18
From: sam spicer
Subject: Ignore abandons less than specified time for analytics

​Have listed on the ideas board as below :)
https://purecloud.ideas.aha.io/ideas/CLINB-I-625

------------------------------
sam spicer
Curo Group

Original Message:
Sent: 08-05-2019 08:48
From: Maisey Harris
Subject: Ignore abandons less than specified time for analytics

Hi Sam,

That's a great suggestion. I recommend adding an Idea for that so our Product team can prioritize it.

Thanks!

------------------------------
Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys

Original Message:
Sent: 08-05-2019 08:44
From: sam spicer
Subject: Ignore abandons less than specified time for analytics

Hi Maisey,

The abandon metrics view ​does let you work out the calculation manually but purecloud still counts the short abandons in the overall views. it would be really handy if you could tell purecloud not to count these in abandonment %'s

------------------------------
sam spicer
Curo Group

Original Message:
Sent: 08-05-2019 08:35
From: Maisey Harris
Subject: Ignore abandons less than specified time for analytics

Hi Brandon, have you checked out our abandon metrics view?

You can configure what's deemed as a short abandon and what buckets of time you care about for abandons https://help.mypurecloud.com/articles/configure-abandon-intervals-for-the-abandon-intervals-metric-view/ and then you can access a view that has counts for each bucket of time https://help.mypurecloud.com/articles/abandon-intervals-metrics-view/. Hopefully it's a step in the right direction in helping you get insights from your abandon data.

------------------------------
Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys

Original Message:
Sent: 08-01-2019 16:14
From: Brandon Wilch
Subject: Ignore abandons less than specified time for analytics

When looking at abandons, I see there are different duration settings for "a/b" etc under the contact center analytics.  I also see the "Short disconnect time".  What I'm trying to do is eliminate abandons that are <10s from reporting on our dashboards and queue performance views.  Is there a setting I'm missing for the analytics/reporting?
#Reporting/Analytics

------------------------------
Brandon Wilch
Indiana University Health
------------------------------

Voted. I've been manually excluding the short abandons so fingers crossed it gets approved.

------------------------------
[Peter] [Dimatulac]
[BizCover][Workforce Optimisation Manager][Australia]
------------------------------

Original Message:
Sent: 08-05-2019 11:18
From: sam spicer
Subject: Ignore abandons less than specified time for analytics

​Have listed on the ideas board as below :)
https://purecloud.ideas.aha.io/ideas/CLINB-I-625

------------------------------
sam spicer
Curo Group

Original Message:
Sent: 08-05-2019 08:48
From: Maisey Harris
Subject: Ignore abandons less than specified time for analytics

Hi Sam,

That's a great suggestion. I recommend adding an Idea for that so our Product team can prioritize it.

Thanks!

------------------------------
Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys

Original Message:
Sent: 08-05-2019 08:44
From: sam spicer
Subject: Ignore abandons less than specified time for analytics

Hi Maisey,

The abandon metrics view ​does let you work out the calculation manually but purecloud still counts the short abandons in the overall views. it would be really handy if you could tell purecloud not to count these in abandonment %'s

------------------------------
sam spicer
Curo Group

Original Message:
Sent: 08-05-2019 08:35
From: Maisey Harris
Subject: Ignore abandons less than specified time for analytics

Hi Brandon, have you checked out our abandon metrics view?

You can configure what's deemed as a short abandon and what buckets of time you care about for abandons https://help.mypurecloud.com/articles/configure-abandon-intervals-for-the-abandon-intervals-metric-view/ and then you can access a view that has counts for each bucket of time https://help.mypurecloud.com/articles/abandon-intervals-metrics-view/. Hopefully it's a step in the right direction in helping you get insights from your abandon data.

------------------------------
Maisey Harris
Development Group Manager, Analytics UI & Reporting
Genesys

Original Message:
Sent: 08-01-2019 16:14
From: Brandon Wilch
Subject: Ignore abandons less than specified time for analytics

When looking at abandons, I see there are different duration settings for "a/b" etc under the contact center analytics.  I also see the "Short disconnect time".  What I'm trying to do is eliminate abandons that are <10s from reporting on our dashboards and queue performance views.  Is there a setting I'm missing for the analytics/reporting?
#Reporting/Analytics

------------------------------
Brandon Wilch
Indiana University Health
------------------------------