Termination Types
This is a great chart showing the difference between Short Call, Abandoned Call, and Sudden Disconnect calls
You setup these thresholds in Control Hub | Contact Center | Voice
Short Call Threshold - this is the time from entering the EP/starting the call, and when the call drops. This time splits out Short Calls and Abandoned calls. If you select 5 seconds, this means anything less than 5 seconds is counted as a Short Call and anything more than 5 seconds is an Abandoned Call.
Sudden Disconnect Threshold - Time after being connected to an agent to identify a call that was likely disconnected suddenly. Anything greater than this time will be assumed to have terminated normally.
The image below illustrates the possible termination types for two scenarios.
Top Example: The Short Call Threshold duration covers just the pre-queue/IVR experience
Bottom Example: The Short Call Threshold duration is greater than the time the caller spends in the pre-queue/IVR experience
Reporting Tip: When it comes to reporting on queue metrics, the key is to either filter for only calls where there’s a queue in the queue variable (set filter for queue name using regular expression of “.+” - without quotation marks) because if it’s blank or filter for the specific queues being measured. That way the customer can interpret any short call with a queue associated with it as one that essentially abandoned.