Abandon rate (ABN)

The number of customers who abandon the queue after waiting for a given time period (30 seconds, 90 seconds, 10 minutes.etc.), expressed as a percentage of total contacts.

  • As customers' time spent in the queue increases, your abandon rate will increase.
  • Letting the customer know how long it will be until an agent will be available can increase initial abandon rates but decrease later drop-off.

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