Abandon rate Customer retention Schedule adherence Time management 
Playvox
JUNE 22, 2023
Average Time To Abandonment (ATA) This is the average length of time in the queue that a caller waits in before they abandon their call , sometimes referred to as average patience or average call abandonment rate. Want to learn more about key call center efficiency metrics?
Hodusoft
JUNE 7, 2024
This metric gives a detailed analysis of the utilized time by the agents across their shifts. It is an excellent indicator to track the agent’s performance and monitor their schedule adherence. The ideal agent utilization rate varies across industries and call types.
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