Defining Default Abandon Threshold

A call is considered abandoned only if a customer abandons the call after a certain period. This period is called the default abandon threshold and is represented in seconds.

To define the default abandon threshold globally (that is, for all the dashboard and their panels):

1. On the toolbar, click the gear icon .

2. On the Preferences tab, in the Default abandon threshold field, select a value.

   The options in the Default abandon threshold field represent seconds.

   You can revert your change (before you save it) by using the Undo client SLA changes icon .

3. Click the Save client SLA changes icon .
   The default abandon threshold is saved.