Short Call Threshold Setting vs. Sudden Disconnect Threshold

• Short Call Threshold: starts from the time call entered the system 

• Sudden Disconnect Threshold: starts from the time call connected to agent 

• Short call: Calls which ended in IVR or in the Queue before the short call threshold value 

• Abandon calls: Calls ended in the queue after short call threshold 

• Disconnected Calls: Call connects to the Agent but gets disconnected before Sudden Disconnect threshold 

If the Sudden Disconnect Threshold is set to 30 seconds, any call where agent and customer talks less than 30 sec will be classified as a Disconnected call.