Explore recipe: Calculate the percentage of inbound abandoned calls within a time frame

Return to top


  • Elizabeth Churchill

    Great article! I have more of a question. How do I change the calculation so I get the number of abandoned calls within 20 seconds?


  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Elizabeth Churchill, you can get the number (instead of the percentage) by following the recipe only through step 7.

  • Andre Lee

    Hi, will this recipe also apply to Talk Partner Edition?

  • Dainne Lucena
    Zendesk Customer Care

    Hi Andre Lee!

    Not at the moment. But the team is making plans to address this in 2022 but no tentative date yet since this would be dependent on many factors. One of them being that they are 3rd party vendors.

  • Saren Black

    This is very helpful. Is there also a way to adjust this recipe to get an average time that calls are abandoned over a specific time period? (Last week, last month, etc.)

  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Saren Black, you should be able to get a report like that by using the following two metrics:

    • Abandoned inbound calls (using the D_COUNT aggregator)
    • Call duration (sec) (using the AVG aggregator)

    You can then add an attribute filter of Call - Date and click Edit date ranges to select whatever time range you'd like to see.

  • Jose Hernandez

    Hi There, 
    First, the COPY and PASTE formula does not match what you have in your screenshot. 

    The formula for us to Copy and Paste uses Call Duration
    Call Duration: The total call duration in seconds for an end user from when the call is connected until it is disconnected.

    I believe Call Duration includes IVR time. As Such, the formula is going to count anytime that the call spent navigating the IVR. My deployment does not currently use an IVR so I can't confirm my speculation.
    If you are looking for abandoned calls within 20 seconds, but your IVR takes 30 seconds to navigate, would you not get 0 results despite filtering on Call Completion Status = "Abandoned in Queue".  

    Why does the calculation use Call Duration instead of Call Wait time? 
    NOTE: Call Wait time (sec): The duration in seconds that an end user spends waiting to talk to an agent after being routed to where they want.

    The Screenshot uses Call Talk Time. According to the Metrics and Attributes page...
    Call Talk Time (sec): The duration in seconds that an end user spends actually talking with an agent during a call.

    Using call talk time would with the Completion status = "Abandoned in Queue' should return 0 results. Does the screenshot need to be updated or am I missing something? 

    For reference:

  • Rosie B.
    Zendesk Customer Care
    Hi Jose, 
    Apologies as the formula doesn't match with screenshot. We will feedback this to our documentation team clear on this. 
    The two have different aspects in terms of a customer's call experience.
    • Call Duration: This is the total time spent on the call from when it is connected to when it is disconnected. And you are right, it includes IVR time. This includes the time spent in the IVR, waiting in the queue, and the actual conversation time with the agent. If the call is routed through different agents, this duration includes all the connected time across the different agents. 
    • Call Wait Time: This is the amount of time a customer spends waiting in a queue before they are connected to an agent. It includes the time from when the customer finishes navigating through the IVR system until an agent picks up the call. 
    So, Call Duration may have a longer time then the Call Wait time. Should you don't have an IVR set up, you don't need to worry on this. And this recipe doesn't includes those exceeded the 20 secs time like if you have an IVR settings. But feel free to tweak it depending on your business needs. This is just one of the example we can share to start with your custom report. 
    Thank you! 

Please sign in to leave a comment.

Powered by Zendesk