Short Calls
A short call is a call that is either abandoned very quickly or answered and terminated very quickly. By defining what you believe to be a short call, you can filter out from reporting metrics those calls that did not stay in the system long enough to be considered and counted as events.
The Abandoned Call Wait timer, set at the peripheral, defines the threshold under which the abandoned call will not be counted. If the abandoned threshold is lower than the service level threshold, the call will not affect the service level. If call wait time is higher than this threshold, the call is counted as Offered.
The Answered Short Call threshold, also set at the peripheral, defines the time under which the call will not be counted as answered and will not impact agent performance.
If you plan to use short calls to filter out false abandons or to detect when calls are answered and terminated too quickly to be considered handled, consider the following:
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You can configure abandoned short calls globally for all call types.
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You can configure abandoned short calls for the peripheral. These calls are tracked for the services that are configured for that peripheral.
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You can choose not to count any abandoned calls as short calls regardless of how quickly they abandon.
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You can choose how abandoned calls affect the service level—negatively, positively, or not at all.
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You can configure answered short calls for agents and skill groups.
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You cannot configure answered short calls for call type.
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You can choose not to count any answered calls as short calls regardless of how quickly they terminate.
Note |
The concept of short calls applies to the Voice media class only. |
To access these short call capabilities, refer to the following section.
Use Short Calls as Filters and Detection Devices
Perform these general steps:
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Access the AW (DataServer).
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Go into the Configuration Manager > Tools > Explorer Tools > PG Explorer.
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Click Retrieve.
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Expand Generic PG.
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Click CUCM_PG#.
On the right side of the screen there is a group of tabs.
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Peripheral
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Advanced
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Agent Distribution
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Peripheral Monitor
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Default route
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Routing client
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Skill Group Mask
Abandoned Short Calls
A call is considered abandoned if it abandons after the value set for the Abandon Call Wait time threshold. This value 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 ends the call quickly if there is no agent on 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.
The ShortCalls fields within the Skill_Group_Interval and Agent_Skill_Group_Interval tables are incremented if the Talk Time is less than or equal to the Answered short call threshold configured for the peripheral. The call is reported both as handled and as a short call.
If auto-answer is enabled for the agent, and if there are a high number of short calls within a certain interval, you can use reporting on short calls to determine which agents were not at their stations when a call was automatically answered. This conclusion assumes that the caller ends the call quickly when there is no agent on the phone.
Short Call Reports
Several All Fields Reports contain a Short Tasks column to enable you to track calls that are offered but are not handled or abandoned.
The following reports display operational information on short calls:
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Unified Intelligence Center Agent Historical All Fields Report
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Unified Intelligence Center Call Type Historical All Fields Report
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Unified Intelligence Center Agent Skill Group Historical All Fields
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Precision Queue Interval All fields