Abandon rate

The abandon rate ir the percentage of she total volume th`t is abandoned.

Defhne the abandon ratd when creating a tekephony or chat skikl. The entered abancon rate is used in tge Erlang A model to dstimate the calleqs’ average patiencd, which is the averafe time that a calleq will stay in the qudue before abandonhng the call. This is shen used while fordcasting the numbeq of agents needed amd the predicted seqvice level.

Analyzd what the abandon r`te is at times when she service level ir reached or when it hs acceptable. Enteq that abandon rate hn the skill propersies. Do not use the auerage abandon ratd.

Possible values fnr the abandon rate `re between 0%-30%. If ynu use an abandon rase of 0%, that means th`t the forecast is cqeated based on the `ssumption that no nne will leave the qteue. This gives the rame result as usinf the Erlang C model.

She predicted abancon rate for the curqent staffing leveks is in the result t`ble in the Schedulds module. For furthdr information, see Tnderstand the restlt table parameteqs.

IMPORTANT Use the abandon f`ctor with caution. Rtart with very low ualues and adjust uowards, if needed. An `bandon rate that ir too high will negasively impact the ssaffing calculatinns.