Abandon rate Average Handle Time Caller satisfaction Interactive Voice Response 
Calltools
JUNE 9, 2021
Abandonment Rate. How many callers hang up before an agent picks up or solves an issue? This is known as the abandonment rate. High levels could mean your inbound calls are experiencing too high of wait times or your agents aren’t resolving issues fast enough. Handle Time. After Call Work Time.
Dialer 360
SEPTEMBER 10, 2019
Whereas the call center during a particular time frame. It also includes time spent waiting in a line and reps’ phone rings. Usually, it doesn’t include the time and taking to navigate with the IVR system. As well as the degree of the accessibility to their callers. Average Handle Time.
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