Call Abandon Rate

Call Abandon Rate is the percentage of inbound calls where the customer hangs up before reaching an agent. In Zendesk Talk, abandoned calls are recorded with a completion status that separates them from answered calls and voicemails.

Why Call Abandon Rate Matters

Abandoned calls are demand that did not disappear. Those customers usually email, message, or call again, which means a high abandon rate quietly inflates volume on other channels while hiding real coverage gaps.

How to Calculate

(Abandoned calls / Total inbound calls) × 100

In TicketBoard

TicketBoard helps you track call abandon rate and related metrics from your Zendesk data. Connect your account for instant visibility.