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Definitions for "Abandon Rate"
Keywords:  disconnects, outbound, caller, metric, trunk
Related Terms: Abandoned call, Inbound call, Acd, Predictive dialer, Outbound call, Call waiting, Inbound, Automatic call distributor, Outbound, Anonymous call rejection, Automatic call delivery, Ars, Predictive dialing, Call blending, Collect call, Caller display, Calling line identity, Automatic redial, Call barring, Call return, Clir, Incoming call, Automatic call distribution, Automatic number identification, Ucd, Caller id, Auto attendant, Ani, Call forwarding, Call detail recording, Automatic calling unit, Call center, Agent, Conference calling, Call blocking, Call hold, Call divert, Least cost routing, Call transfer, Clip , Acu, Automated attendant, Toll free number, Callback, Lcr, Call screening, Hotline, Toll, Calling line identification
This is the percentage of calls that get connected to the ACD, but get disconnected by the caller before reaching an agent, or before completing a process within the IVR. The abandon rate is the percentage of calls that are abandoned compared to calls received.
benchmarkportal.com
an internal metric of all calls that get connected to the call center but are disconnected by the caller reaching a TSR, outbound Trunk, or information announcement. Abandon Rate=100%x(call abandoned/all calls received)
callcentersavvy.com
The percentage of total calls received that self-release from ringing or queue before reaching a support team member.
hdi-europe.com
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