Customer abandoned details

Call and chat sessions can be considered abandoned if they are terminated within a specified number of seconds from their creation.

You can configure these settings in the CCAI Platform portal by going to Settings > Operation Management and navigating to the General section then Customer Abandoned Details subsection.

Abandoned call settings

Ignore and exclude short abandoned call in metrics: Abandoned calls will not affect monitoring metrics if abandoned within a certain amount of time. This removes those calls from the dashboard but they will show in reports. The following example of a chat dashboard for which areas of the dashboard will be impacted by this setting.

Note: With the interaction-based data model, only the setting for the time threshold will be respected since short abandoned calls don't show in dashboard data.

Abandoned chat settings

Ignore and exclude short abandoned chat in metrics: Abandoned chats will not affect monitoring metrics if abandoned within a certain amount of time. This removes those calls from the dashboard but they will show in reports.

Note: With the interaction-based data model, only the setting for the time threshold will be respected since short abandoned calls don't show in dashboard data.