Call Abandonment Rate
The percentage of incoming calls that are abandoned by the caller before connecting to an agent. A high abandonment rate could indicate long wait times, technical issues, or a misalignment in customer expectations. Monitoring this can help in improving customer experience and ensuring potential customers aren't lost.
(Number of abandoned calls / Total number of incoming calls) x 100
If there were 20 abandoned calls out of 200 incoming calls, the Call Abandonment Rate would be 10%.