Abandonment Rate

The percentage of inbound callers who hang up before reaching a human or completing their goal.

Read ~1 min Definition + 2 lines of context.

Cluster metrics See related terms below.

Updated 2026 Reviewed every quarter.

Definition

The percentage of inbound callers who hang up before reaching a human or completing their goal.

In context

Calculated as abandoned ÷ total inbound. CCNG and ICMI data show abandonment climbs sharply past 30 seconds of hold/ring time. Most service-business calls that abandon do not call back — they call the next shop on the search results page.

Go deeper

→ Hold-time abandonment calculator

Terms near this one.

Same cluster, often confused, or referenced together in customer conversations.

Pickup Time The number of seconds between when a call rings and when the line is answered.First Response Time (FRT) The elapsed time between an inbound lead arriving and the business making first contact back.

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