In the OrderLogix editions that include call data, the default Short
Call Duration is 15 seconds and the default Short Abandon Duration is
15 seconds as well. This means that any calls answered that are <= 15
seconds will be reported as a short call, and anything abandoned after
a hold time <= 15 seconds will appear as a short abandon in reports.
You have the ability to create your own Short Call Duration and Short
Abandon Duration on a client and script basis, should you choose to
override the default value.
- To create a custom Short Call Duration navigate to Company Data ->
Call Data -> Short Call Durations and click the plus sign icon in the
upper right corner of the screen to launch the Short Call Duration
Details window. Select the Client from the drop down menu, select the
Script for which you'd like to set the call duration, then enter the
Duration value in seconds, and click the Save button.
- To create a custom Short Abandon Duration navigate to Company Data
-> Call Data -> Short Abandon Durations and click the plus sign icon
in the upper right corner of the screen to launch the Short Abandon
Duration Details window. Select the Client from the drop down menu,
select the Script for which you'd like to set the call duration, then
enter the Duration value in seconds, and click the Save button.