Hello all, can there be a minimum contact time be set in liberty to stop us registering an abandoned call when the customer hangs up before the agent gets chance to answer the call ie one or two rings then hangs up.
grateful for any feedback
TIA Rob
Hi Robert, although there is not setting to remove these, you can do this from within your reporting. If you use the Queue Time Analysis report, you can see the number of calls broken down in 5 second chunks.
The Agent Summary report also shows you the number of callers who abandoned as the agent’s phone was ringing, so you can also use that as a figure of callers who hung up whilst the agent was being alerted.
Hope this helps.
Kind Regards.
Jonathan
thank you Jonathan I will look at this appreciate the feedback
