Abandon Call Abandon rate call center workforce Meeting 
Global Response
DECEMBER 2, 2022
Abandon rate. The inverse of the answer rate. Abandon rate = calls abandoned ÷ (calls abandoned + calls answered). The functional state of a Brand Specialist, be it available, on call, after-contact work or other designation. Calls in queue. Calls in queue.
Pipkins
DECEMBER 5, 2019
So why are the problematic mathematical assumptions of the outdated Erlang C formula built into your call center’s workforce management software? Optimize Your Call Center With Pipkins. Meet Merlang , Erlang’s sexy younger brother. Correct modeling of abandon rates.
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