What Is An Abandoned Call?  

Contact centers track call abandonment rates as an important contact center performance metric.  

In a call center or contact center, inbound abandoned calls refer to a call that comes in but ends before a conversation happens. This often occurs when customers get frustrated with lengthy hold times and hang up.  Outbound abandoned calls refer to calls made for agent based outbound dialing, where the system handling it abandoned the call due to unavailability of an agent.