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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.
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.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-04 UTC."],[[["Call and chat sessions that end quickly after starting can be classified as abandoned."],["The system allows for the configuration of a time threshold to define what is considered a short abandoned call or chat."],["Calls and chats abandoned within the defined time threshold can be excluded from monitoring metrics and the dashboard."],["While short abandoned interactions are removed from the dashboard, they still appear in reports for a more detailed analysis."],["The interaction-based data model uses the configured time threshold, and short abandoned interactions will not appear in the dashboard data."]]],[]]
