Abandon Call Abandon rate Schedule adherence Survey 
Global Response
DECEMBER 2, 2022
Abandon rate. The inverse of the answer rate. Abandon rate = calls abandoned รท (calls abandoned + calls answered). The functional state of a Brand Specialist, be it available, on call, after-contact work or other designation. Agent status. Longest in queue.
Pointillist
JANUARY 25, 2019
CSAT is measured at the end of a customer survey, using a five-point scale. This is because most CX practitioners believe that using the two highest values on feedback surveys is the most accurate predictor of customer retention. Also, you can also assess whether call lengths are excessive and causing unwanted busy tones for customers.
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