What is Short Call Disconnect

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Team Lead

TBSS


Hi All,

Need clarity on Short Call Disconnect at skill level data and its impact on Service Level / Answered %.


Editor

Call Centre Helper


Short Call Disconnect is normally a timer that is set before your statistics will treat a call as being in queue.

It covers two main scenarios.

1. A caller dials your number, and is not sure if they have dialled the the digits correctly. They hang up and redial just after the call has been put in queue. They then redial. Using Short Call Disconnect the first call would not be treated as an abandonned call and should not affect service level.

2. A caller dails you call centre hears the recorded message and realises that they have dialled the wrong number. Using Short Call Disconnect the first call would not be treated as an abandonned call and should not affect service level.

Quite a useful soaftware facility. In many ACD systems this is set by default to 3 or 5 seconds.

Does anyone know if you can alter this value? If so then you may be able to alter your stats to make them look better.


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