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Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
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) Agent Utilization : This measures the percentage of time that call center agents are actively engaged in handling customer interactions compared to their total available working time. AbandonmentRate : Abandonmentrate measures the percentage of callers who hang up or abandon the call before reaching an agent.
) Agent Utilization : This measures the percentage of time that call center agents are actively engaged in handling customer interactions compared to their total available working time. AbandonmentRate : Abandonmentrate measures the percentage of callers who hang up or abandon the call before reaching an agent.
By talking only to live agents and not picking up to be ‘surprised’ by a prerecorded message, the customers are also engaged in a different manner, thus streamlining communication between the business and the customer base.
Average Time To Abandonment (ATA) This is the average length of time in the queue that a caller waits in before they abandon their call , sometimes referred to as average patience or average call abandonmentrate.
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Abandon Rate 
52 
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