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Abandon and Short Abandon Threshold

Callers often hang up while waiting in a queue for one of two reasons:

•The caller does not want to wait in the queue at all.

•The caller grows tired of waiting in the queue.

The Statistics Console distinguishes between these types of hang ups using the Short Abandon Threshold, which is a timer that starts when a call enters the Queued state.

•If the caller hangs up before the Short Abandon Threshold expires (i.e., the call changes from the Queued or Delivery Pending states to the Completed state within the Short Abandon Threshold), Ivanti Voice classifies the call as short abandoned.

•If the Short Abandon Threshold expires before the caller hangs up (i.e., the call changes from the Queued or Delivery Pending states to the Completed state beyond the Short Abandon Threshold), Ivanti Voice classifies the call as abandoned.

The term abandon only applies to calls in a queue; it does not apply to calls that disconnect while on hold (i.e., calls that change from the Held state to the Completed state; refer to States).

The default Short Abandon Threshold is 5 seconds.

To Change the Short Abandon Threshold Default:

1.Access the SME configuration page (Management Portal > System Configuration > Contact Center Server > SME) and click the Configuration tab.

2.In the Short Abandon Threshold field, enter the number of seconds you want use as the Service Factor.

3.Click the Update and Commit Changes buttons to enact your changes.

4.Restart the SME server to enact the changes to the short abandon threshold.

Including Short Abandoned Calls

By default, Ivanti Voice does not factor short abandoned calls when calculating the following statistics:

•Average Time in Queue (MT_SCD_AVG_QUEUED_TIME and MT_INT_AVG_QUEUED_TIME)

•Maximum Time in Queue (MT_SCD_MAX_QUEUED_TIME and MT_INT_MAX_QUEUED_TIME)

•Minimum Time in Queue (MT_SCD_MIN_QUEUED_TIME and MT_INT_MIN_QUEUED_TIME)

•Total Time in Queue (MT_SCD_TOTAL_QUEUED_TIME and MT_INT_TOTAL_QUEUED_TIME)

The above list contains the internal names of the statistic in parentheses. Each statistic has two internal names that Ivanti Voice components use when transferring data internally. An internal name beginning with MT_SCD is the version of the statistic Ivanti Voice calculates on a since midnight. An internal name beginning with MT_INT is the version of the statistic Ivanti Voice calculates on a sliding scale, (i.e., the last 60 minutes).

XML experts can configure Ivanti Voice to factor in short abandoned calls when calculating the above statistics.

To Configure Ivanti Voice to Include Short-Abandoned Calls:

1.On the Ivanti Voice server host computer, open the HostConfiguration.xml file (C:\Program Files\Ivanti\IP Communications Management\Data\HostConfiguration.xml). The <SME> element in the HostConfiguration.xml file contains the statistics configuration.

2.Using the internal statistic names (shown above in parentheses), locate each <Metric Type> element of the statistic you want to edit, and remove the Threshold attribute of each element. The <Metric Type> element is nested under the <SME><Monitoring><Object Type> elements. Be sure to only edit <Metric Type> elements and not <Metric Id> elements. There are multiple <Metric Type> elements for each statistic, so keep searching and removing the Threshold attributes of each until your search finds no new results.

3.Save and close the HostConfiguration.xml file, then restart the Ivanti Voice server.