Short Call Durations

Short Call Durations

Info
Module: Call Data
Path: Short Call Durations
Topic: Short Call Durations
Version(s):  5.1 & up
Editions: Call Center Edition

What Are Short Call Durations

Short calls are an answered call that is less than (default) 15 seconds. The Short Call Durations menu allows you to create time durations for short calls based on client and script.

Making The Connection

Where Will I See This Within OLX?

The data for Short Call Durations can be pulled on several reports within the system.

What Reports Can Be Pulled?

  1. On-line Stats Dashboard Definitions
  2. Adjusted Performance Report Definitions
  3. Agent Call Disposition Report Definitions
  4. Agent Performance Visualizer Definitions
  5. Agent Ratio Report Definitions
  6. https://support.orderlogix.com/portal/en/kb/articles/agent-ratio-report-definitions-3-8-2020
  7. Agent Revenue Report Definitions
  8. Calls By DNIS Report Definitions
  9. Call Type Disposition Report Definitions
  10. CS Performance Report Definitions
  11. Gross Sales Summary Report Definitions
  12. Net Sales Report Definitions
  13. Performance Report Definitions

What Imports/Exports Relate to Short Call Durations

  1. at this time there are no imports/exports

Trouble Shooting


Setup



Tool Bar

Utilizing the buttons on the tool bar  you can: 
Go back to the previous screen 
Add new 
Print 
Minimize module 

Filter

You can use the filter options to narrow down the displayed selections.

  1. Client Name
  2. Script Name
  3. Short Call Duration
Add additional filters by click the Add button 
Apply the filtered selections by clicking Apply Filter 
Remove the filtered selections by clicking Remove Filter 
To show inactive accounts in the displayed records check Show Inactive 
You can set the number of records to be displayed 
 

Add New

  1. To edit an existing record, click on the edit pencil next to the record you wish to edit.
  2. To add a new record, click on the Add New button in the blue module bar.
    1. A new window will pop up.

  1. Client - specific client to begin filtering criteria set below.
  2. Script - specific script to attribute the time criteria set below. Filtered based of Client selected above.
  3. Duration - numerical value in seconds of ring time plus talk time
    1. values in seconds, less than or EQUAL TO the value set above will display on reports as a Short-Call
    Keep in mind there may be an inactive Script being used on an active Source


* To save the changes click the Save button .
* To cancel any of the current changes you have made click the Cancel button .
      This will close the window without saving any changes.
* To apply the current changes, you have made click the Apply button .
* To print the current window, click the Print button .
* To delete the selection, click the Delete button .
      This will prompt you to make sure you want to delete this item.

  • Clicking OK will delete the selected item and close the window.
Copyright 2019
Revised 7.18.2025

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