Call Abandonment Rate | Metric of the Month
An abandoned call is one where the caller hangs up before being connected to a live agent in the service desk. Call abandonment rate is the number of abandoned calls divided by all calls offered to the service desk, and is one of the most widely tracked metrics in the service desk industry. Virtually every service desk with an ACD has the ability to track this metric.
With the advent of chat, and the increasing number of support requests handled through chat, abandonment rate has come to signify both abandoned calls and abandoned chat sessions – i.e., chat sessions that are initiated by the user but abandoned before an agent responds. Ideally chat and voice abandonment rates should be tracked separately, as any significant imbalance between the two abandonment rates could indicate an imbalance in staffing between the two channels. For purposes of this article, abandonment rate will refer to abandoned voice calls, but the principles discussed apply equally to abandoned calls and chats.