Similarly, any call where the caller hangs up moments after the agent picks up should not count as abandoned. Currently, when the caller hangs up as the agent picks up it is counted as abandoned.

I think the current definition of Abandon is good for evaluating the quality of the service from the customer's perspective. However, we use this metric to evaluate agent performance, and we don't want instances where they picked up just as the customer hangs up to count against them. I don't think a single definition for Abandon is optimal for both service performance and agent performance.

Abandoned calls are a critical metric for evaluating customer satisfaction and agent performance. However, including calls that are abandoned within the first few seconds of an agent receiving them may not always provide an accurate reflection of the agent's performance. This proposal suggests that calls abandoned before an agent has the chance to respond (i.e., within 5 seconds of being presented to an agent) should not be counted as abandoned calls against agents' metrics.

instead of 8 secs should be value the user can enter.