Hipcall Knowledgebase / Cloud PBX Settings

How to Configure Call Metrics in Hipcall

In Hipcall, you can define your service level and short-abandon call thresholds. Service level and short abandon duration may vary from one company to another.

Updated October 01, 2025
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You can configure your company's service level and short abandon duration from the Call Metrics page.

Service Level Setting

  • Service level means "incoming calls are answered within X seconds." Hipcall uses this value to calculate the service level metric.

  • You can set the service threshold duration by clicking the pencil icon on the Call Metrics page.

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Short Abandon Call Setting

  • 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.

  • You can define the short abandon duration by clicking the pencil icon on the Call Metrics page.

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