What is Abandonment rate?

Share of callers who hang up before being answered.

Abandonment is the proportion of callers who give up while waiting. It tracks wait time closely, and it is the metric that most directly represents lost business, because an abandoned caller usually phones somebody else.

This is an industry glossary. A term defined here is not a statement that Drop AI provides it — see the pricing page for what is included.

Queue

Callers waiting for the next available person.

Average speed of answer

How long callers wait before being answered.

Overflow

Handling calls beyond normal capacity.

Metrics

More in this category

Word error rate Containment rate Deflection First call resolution Repeat call rate Average speed of answer Service level Average handle time CSAT NPS Call volume Uptime

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