2019 Abandon Call Abandon rate Wait times 
Fonolo
SEPTEMBER 4, 2019
If they found low correlation between the two metrics, there is a business case for lowering SLAs … [but] If you were to do this … look at the impact service level has on your abandon rate, to ensure that you won’t lose too many calls. Let’s say your call center successfully met your 80/20 target all day.
Fonolo
JUNE 9, 2014
If they found a low correlation between the two metrics, there is a business case for lowering SLAs … [but] If you were to do this … look at the impact service level has on your abandon rate, to ensure that you won’t lose too many calls. ” – 2019. How Do You Set the Right Service Level for Your Contact Center?
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