Calculate Call Center or Shopping Cart Abandonment Rates
Call Center (Call Abandonment)
E-commerce (Cart Abandonment)
Total number of calls offered to the queue.
Calls disconnected by the caller before reaching an agent.
Total number of sessions where a user added items to cart.
Number of carts that resulted in a successful transaction.
Abandonment Rate
0.00%
How to Calculate Abandonment Rate
Understanding your abandonment rate is crucial for optimizing performance, whether you are managing a customer support call center or running an e-commerce store. This metric indicates the percentage of intended tasks that were terminated before completion.
1. Call Center Abandonment Rate
In a call center context, the abandonment rate represents the percentage of callers who hang up before reaching an agent. A high rate often indicates long wait times or poor IVR (Interactive Voice Response) experiences.
Formula: (Abandoned Calls / Total Inbound Calls) × 100
Example: If your center received 5,000 calls last month and 250 of those callers hung up while waiting in the queue:
For online retailers, this metric tracks potential customers who add items to their cart but leave without completing the purchase. This is a critical KPI for conversion rate optimization (CRO).
Monitoring this metric allows businesses to identify friction points. In call centers, reducing abandonment improves customer satisfaction (CSAT) scores. In e-commerce, recovering even a small percentage of abandoned carts can significantly increase revenue without increasing traffic acquisition costs.
Industry Benchmarks
Call Centers: Generally, a rate between 5% and 8% is considered acceptable. Rates consistently above 10% usually require operational adjustments.
E-commerce: The average global cart abandonment rate hovers around 70%. Rates vary by industry (e.g., travel sites often have higher abandonment than fashion retail).
function toggleInputs() {
var mode = document.getElementById('calcMode').value;
var callInputs = document.getElementById('callCenterInputs');
var ecomInputs = document.getElementById('ecommerceInputs');
var resultBox = document.getElementById('resultBox');
// Reset results when switching
resultBox.style.display = 'none';
if (mode === 'callCenter') {
callInputs.classList.remove('hidden');
ecomInputs.classList.add('hidden');
} else {
callInputs.classList.add('hidden');
ecomInputs.classList.remove('hidden');
}
}
function calculateAbandonment() {
var mode = document.getElementById('calcMode').value;
var rate = 0;
var total = 0;
var part = 0;
var summaryText = "";
var isValid = true;
if (mode === 'callCenter') {
var totalCalls = parseFloat(document.getElementById('totalCalls').value);
var abandonedCalls = parseFloat(document.getElementById('abandonedCalls').value);
if (isNaN(totalCalls) || isNaN(abandonedCalls) || totalCalls totalCalls) {
alert("Abandoned calls cannot exceed total calls.");
isValid = false;
} else {
// Formula: (Abandoned / Total) * 100
total = totalCalls;
part = abandonedCalls;
rate = (abandonedCalls / totalCalls) * 100;
summaryText = abandonedCalls + " out of " + totalCalls + " callers hung up.";
}
} else {
var totalCarts = parseFloat(document.getElementById('totalCarts').value);
var completedPurchases = parseFloat(document.getElementById('completedPurchases').value);
if (isNaN(totalCarts) || isNaN(completedPurchases) || totalCarts totalCarts) {
alert("Completed purchases cannot exceed total carts created.");
isValid = false;
} else {
// Formula: (1 – (Completed / Total)) * 100
// OR ((Total – Completed) / Total) * 100
total = totalCarts;
part = totalCarts – completedPurchases; // This is the abandoned count
rate = (part / totalCarts) * 100;
summaryText = part + " out of " + totalCarts + " carts were abandoned.";
}
}
if (isValid) {
var resultElement = document.getElementById('resultValue');
var resultBox = document.getElementById('resultBox');
var summaryElement = document.getElementById('resultSummary');
resultElement.innerHTML = rate.toFixed(2) + "%";
summaryElement.innerHTML = summaryText;
resultBox.style.display = 'block';
// Scroll to result
resultBox.scrollIntoView({ behavior: 'smooth', block: 'nearest' });
}
}