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.