When a call is delivered to a peripheral, the caller might be placed in a queue waiting for an agent to become available. Normally, if the caller hangs up before being connected with an agent, the call is considered abandoned. A high number of abandoned calls might mean that I am losing business because callers are being made to wait too long.
However, if a caller hangs up almost immediately after being placed in a queue, I might not want to count that as an abandoned call. In these cases, caller impatience or excessive queue times are not the problem; the caller probably hung up for another reason. Tracking these as abandoned calls can be misleading.
Therefore, I can specify a minimum amount of time that a caller must wait before the call can be considered abandoned. This value is called the abandoned call wait time. I can set this value for each peripheral. A typical value might be 10 seconds. This would mean that if the caller hangs up in the first 10 seconds, the call is not considered abandoned, nor is it counted as a call offered. If the caller waits at least 10 seconds and then hangs up, the call is counted as both offered and abandoned. (In the real-time data, a call is counted as offered as soon as it arrives at the peripheral. Therefore, a short call might appear as a call offered in the real-time data, but is not counted as offered in the historical data.)
So, the formula to measure the abandonment rate % = All calls abandonment / All calls offered (Busy + Received)
And there will be another report to translate Abandon rates to Service level objectives (ATA & Avg. abandon rate when ATA was X)
10 sec. = 3%
20 sec= 1%