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Short Abandon

A call that is abandoned by the calling party before a connection with an agent is made with 2 conditions:

1. The call is queued 

2. The call is abandoned within a predetermined short abandonment threshold

The reason that short abandons are mentioned separately from regular abandoned calls is short abandons should not be included in service level calculations. The reason behind this line of thinking is that a customer that hangs up within the the short abandonment threshold does not give the contact center agent enough time to pick up the phone. 

» WFM Glossary