Metrics & KPIs

Call Abandonment Rate

/ call-abandonment-rate /

The percentage of callers who hang up before their issue is addressed. Spikes often indicate latency, confusion, or broken flows.

Why it matters

Abandonment is the customer voting with their feet. A rising rate is often the first visible symptom of latency, confusion, or a broken flow upstream.

Related — Metrics & KPIs

After-Call Work (ACW)

Average Handle Time (AHT)

Average Speed of Answer (ASA)

Containment Rate

CSAT (Customer Satisfaction Score)

Customer Effort Score (CES)

Deflection Rate

End-to-End Latency

First Call Resolution (FCR)

First Notice of Loss (FNOL)

‹ Batch Processing

Call Analytics ›

Call Abandonment Rate

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