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.
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)
The percentage of total calls received that self-release from ringing or queue before reaching a support team member.