You can configure your company's service level and short abandon duration from the Call Metrics page.
Service Level Setting
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Service level means "incoming calls are answered within X seconds." Hipcall uses this value to calculate the service level metric.
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You can set the service threshold duration by clicking the pencil icon on the Call Metrics page.
Short Abandon Call Setting
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If your customers call during working hours and your team does not answer, the call is considered abandoned. If the customer hangs up in less than X seconds, it is classified as a short-abandoned call.
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You can define the short abandon duration by clicking the pencil icon on the Call Metrics page.