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Call AbandonmentRate: This metric measures the percentage of callers who hang up before speaking with an agent. Why it matters: High abandonmentrates can indicate potential staffing issues or shortages, as well as long wait and resolution times that may indicate lagging agent performance. Book a free demo today.
” Understanding the Relationship Between Service Level and AbandonmentRate The first concept to explore in answering these questions is the relationship between service level and abandonmentrate. As the service level declines, the abandonmentrate will rise. See the diagram below.
Managing People: Workforce Management in the ContactCenter Despite the digital transformation of contactcenters and the even more recent rise of artificial intelligence, contactcenters are still fundamentally fueled by human action.
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Abandon rate 
52 
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