Enter calls offered and calls abandoned to get your abandonment rate. Add short abandons and callbacks to see the adjusted rate, calls still not recovered, and the revenue they put at risk.
Already know your rate and want to model what waiting costs? Use the hold time cost calculator. Sizing agents for a target wait? Try the Erlang C calculator.
Calls that reached the queue or the agent group, answered or not. Leave out calls that ended in the IVR menu by choice.
Callers who hung up before an agent answered.
Hang-ups faster than this are usually misdials or callers who changed their mind. 5 or 10 seconds is common.
Part of the abandoned count above. Leave at 0 if your system does not report it.
Abandoned callers you called back and reached, or who called back and got through.
Abandonment rate
12.00%
Abandoned / offered
Adjusted rate (excl. under 5 s)
9.28%
(Abandoned - short) / (offered - short)
Calls answered
1,760
88.0% of calls offered
Abandoned, not recovered
190
20.8% of abandoned calls recovered
Why the two rates differ: the adjusted rate removes the 60 calls that hung up within 5 seconds from both the abandoned and the offered count, so it is 2.72 percentage points lower. Those callers rarely had time to wait, so most teams treat them as noise. Report the adjusted rate for queue and staffing decisions, always state the threshold you used (for example "abandonment rate, excluding calls under 5 seconds"), and keep the raw rate next to it so the numbers can be compared over time.
Both inputs below are your own estimates. Change them to match your business.
An estimate. Many abandoned calls are support queries, not sales.
Replace the example with your own average order or booking value.
Revenue at risk per month
₹85,500
57 potential sales or bookings among the 190 abandoned callers not recovered
Assumptions
This tool measures the rate from your call counts. To model what longer hold times cost you, use the hold time cost calculator. To plan how many agents keep the queue short, use the Erlang C calculator.
Talk to us about a voice agentMost abandoned calls happen when every agent is busy. Two ways to cut them:
Abandonment rate = abandoned calls / calls offered x 100. With 240 abandoned out of 2,000 offered, the rate is 12%.
Adjusted rate = (abandoned - short abandons) / (offered - short abandons) x 100. If 60 of those 240 hung up within 5 seconds, the adjusted rate is 180 / 1,940 = 9.28%.
Calls offered means calls that reached the queue. If your IVR lets callers finish a task in the menu (hear a balance, get an address), those calls were not waiting for an agent, so leave them out of both counts.
Divide the calls that were abandoned by the calls offered in the same period, then multiply by 100. 240 abandoned out of 2,000 offered is 12%. Take both numbers from the same report so they cover the same queues and the same hours.
A short abandon is a caller who hangs up within the first few seconds, often 5 or 10. Most are misdials or people who changed their mind, not callers who gave up waiting. Excluding them gives a fairer view of queue performance. Whatever you choose, state the threshold so the number can be compared later.
Report the adjusted rate for staffing and queue decisions, and name the threshold, for example "excluding calls under 5 seconds". Keep the raw rate alongside it. If you compare with another team or a vendor, check that you both use the same threshold and the same definition of calls offered.
It depends on the type of call, how long callers are willing to wait, and whether you offer a callback. This tool does not quote an industry average. A more useful target is your own trend: measure the rate the same way each week and watch whether changes in staffing or routing move it.
Abandoned calls minus the ones you recovered, times the share you think were potential sales or bookings, times the average value of one. Both the share and the value are your estimates. It does not include customers lost for good, repeat calls or agent cost.
This tool measures your abandonment rate from call counts. The hold time cost calculator starts from an abandonment rate you assume and models the wider cost of hold time. Use this one first to get the real rate, then use that one if you want to model costs.
Hold Time Cost
Calculate hold time costs
Missed Call Cost
Calculate missed call costs
Erlang C Calculator
Calculate call center agents required for target service level
Twilio Voice Pricing (Global)
Compare Twilio voice pricing per minute across 50+ countries
IVR Voice Generator
Generate professional IVR voice prompts in 13+ languages with templates and SSML
Voice Widget Generator
Generate the embed code to add an AI voice assistant widget to your website
Abandonment rate from your own call counts
Adjusted rate that excludes short abandons, with your threshold
Calls answered and abandoned calls not recovered
Revenue at risk from your own estimates, in rupees
Plain note on which rate to report
Runs in your browser, no signup
Turn the offered and abandoned counts from your phone system into a rate you can track week to week.
See how much short abandons move the number, so a vendor report and an internal report can be compared fairly.
Put a rupee figure on abandoned callers nobody called back, using your own conversion and order value.
Built by Edesy
Edesy builds AI products for Indian businesses. Start self-serve, no demo call needed.
AI agents that answer and make phone calls 24/7. Handle appointments, inquiries and support in Indian and global languages.
₹50 free credit. No demo call needed.