Abandon rate Average Handle Time call center workforce Schedule adherence 
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. Average handle time.
Playvox
JUNE 22, 2023
Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. Offer omnichannel support options such as an AI-powered chatbot and other self-service options and menu options to reduce the need for some live agent calls.
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