Abandoned Call

An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs.

Abandonment Rate

For an inbound call center, abandon rate is the percentage of inbound phone calls made to a call center or service desk that are abandoned by the customer before speaking to an agent.


See Automated Call Distributor.

After Call Work

Tasks that are performed by the agents after disconnecting with the customer. This work can include finishing forms or sending through information within the department. Also referred to as “Wrap-up” and “Post Call Processing” (PCP). During this process the agent is not available to accept any additional inbound calls.

Agent Availability

Usually delivered as a percentage, it is the amount of time that a call center agent is both logged in and available to receive calls.