アナリティクス
Abandon rate
別名： call abandonment rate
Abandon rate is the percentage of inbound callers who disconnect while waiting in queue, before an agent answers.
Abandonment is the demand that staffing models tend to miss, because Erlang C assumes callers wait indefinitely. Where abandonment is significant, Erlang C over-staffs — models such as Erlang A account for callers hanging up and return lower agent counts for the same service level.
A very short abandon threshold flatters the metric. Calls dropped in the first five seconds are often misdials or callers who changed their mind, which is why many centres report a 'short abandon' figure separately from genuine queue abandonment.
Abandonment is not purely a staffing problem. Queue messaging, position announcements and callback offers all change how long a caller tolerates waiting for the same underlying wait time.
関連用語
Abandon rateを実際の通話で見る。
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