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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 toSettings>Operation Managementand navigating to theGeneralsection thenCustomer Abandoned Detailssubsection.
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 2025-09-04 UTC."],[[["\u003cp\u003eCall and chat sessions that end quickly after starting can be classified as abandoned.\u003c/p\u003e\n"],["\u003cp\u003eThe system allows for the configuration of a time threshold to define what is considered a short abandoned call or chat.\u003c/p\u003e\n"],["\u003cp\u003eCalls and chats abandoned within the defined time threshold can be excluded from monitoring metrics and the dashboard.\u003c/p\u003e\n"],["\u003cp\u003eWhile short abandoned interactions are removed from the dashboard, they still appear in reports for a more detailed analysis.\u003c/p\u003e\n"],["\u003cp\u003eThe interaction-based data model uses the configured time threshold, and short abandoned interactions will not appear in the dashboard data.\u003c/p\u003e\n"]]],[],null,["# Customer abandoned details\n\nCall and chat sessions can be considered abandoned if they are terminated within a\nspecified number of seconds from their creation.\n\nYou can configure these settings in the CCAI Platform portal by going to **Settings** \\\u003e\n**Operation Management** and navigating to the **General** section then\n**Customer Abandoned Details** subsection.\n\nAbandoned call settings\n-----------------------\n\n**Ignore and exclude short abandoned call in metrics:** Abandoned calls\nwill not affect monitoring metrics if abandoned within a certain amount\nof time. This removes those calls from the dashboard but they will show\nin reports. The following example of a chat dashboard for which\nareas of the dashboard will be impacted by this setting.\n| **Note:** With the interaction-based data model, only the setting for the time threshold will be respected since short abandoned calls don't show in dashboard data.\n\nAbandoned chat settings\n-----------------------\n\n**Ignore and exclude short abandoned chat in metrics:** Abandoned chats\nwill not affect monitoring metrics if abandoned within a certain amount\nof time. This removes those calls from the dashboard but they will show\nin reports.\n| **Note:** With the interaction-based data model, only the setting for the time threshold will be respected since short abandoned calls don't show in dashboard data."]]
