Enter your call volume metrics below to determine the percentage of abandoned calls.
Calculated Abandon Rate
0.00%
function calculateAbandonRate() {
var totalCallsInput = document.getElementById("inboundCalls");
var abandonedCallsInput = document.getElementById("abandonedCalls");
var resultContainer = document.getElementById("result-container");
var resultValueElement = document.getElementById("result-value");
var resultMessageElement = document.getElementById("result-message");
// Parse inputs
var totalCalls = parseFloat(totalCallsInput.value);
var abandonedCalls = parseFloat(abandonedCallsInput.value);
// Validation
if (isNaN(totalCalls) || totalCalls <= 0) {
alert("Please enter a valid number greater than 0 for Total Inbound Calls.");
return;
}
if (isNaN(abandonedCalls) || abandonedCalls totalCalls) {
alert("Abandoned calls cannot be greater than the total number of inbound calls.");
return;
}
// Calculation
var abandonRate = (abandonedCalls / totalCalls) * 100;
var formattedRate = abandonRate.toFixed(2);
// Display Logic
resultValueElement.innerHTML = formattedRate + "%";
resultContainer.style.display = "block";
// Clear previous classes
resultContainer.className = "";
// Benchmarking Logic (Standard industry metrics)
// Generally, 8% needs attention
if (abandonRate = 5 && abandonRate 8%). Consider staffing adjustments.";
}
}
How to Calculate Abandon Rate in a Call Center
Understanding Abandon Rate is critical for any call center manager aiming to optimize workforce management and improve customer satisfaction (CSAT). The abandon rate represents the percentage of callers who hang up before reaching an agent. This metric is a key performance indicator (KPI) that directly reflects the accessibility of your service team.
What is the Call Center Abandon Rate?
The abandon rate measures the percentage of inbound calls where the customer disconnects the line while waiting in the queue. This usually happens when wait times are too long, the IVR (Interactive Voice Response) system is confusing, or the customer decides to try a different channel.
Note: Most industry standards exclude "short abandons" (calls that drop within the first 5-10 seconds) from this calculation, assuming these are wrong numbers or immediate disconnects not related to wait time.
The Abandon Rate Formula
To calculate the abandon rate manually, you need two specific data points for a given time period (daily, weekly, or monthly):
Total Inbound Calls: The total number of calls that entered your queue.
Abandoned Calls: The number of calls where the customer hung up before speaking to an agent.