% Inbound Completion Rate (within Agents' Control) - Zendesk Explore Calculated Metric
% Inbound Completion Rate (within Agents' Control)
Business value & use cases
Produces a fairer measure of agent performance by excluding short-abandoned calls (immediate hang-ups) and abandoned in IVR calls (menu drop-offs). Ensures managers are not penalising agents for calls they never had the chance to answer, helps teams understand true completion rates that reflect workload and service quality, and can be tracked over time to assess staffing, routing, and agent handling improvements.
Dataset and dependencies
- Dataset: Voice - Calls
- Type: Calculated Metric
- Dependencies: Requires the custom metrics Short-Abandoned Calls and Abandoned in IVR Calls to be created first.
The code
Implementation steps
- Go to Explore → Report Builder > Voice → Calls Dataset → Start Report.
- Select the Calculator icon for Calculations.
- Choose Standard calculated metric.
- Paste in the code above.
- Ensure the Short-Abandoned Calls and Abandoned in IVR Calls metrics exist and are named exactly as referenced. Adjust the names in the code if you used different labels.
- Optionally use the "select a field" drop-down to pick the required custom metrics.
- Validate and save.
- Add to dashboards to track completion rates that reflect factors within agent control.
Validation tips
- Confirm that the dependency metrics return results before using this one.
- Compare the output with overall inbound completion rates and long abandon rate to see the impact of the exclusions.
- Spot-check sample days to ensure short-abandoned and IVR abandons are being removed correctly.
Caveats and considerations
This metric provides a more representative picture of agent-influenced performance but should still be used alongside the full inbound completion rate for context. Adjust the exclusions if your organisation defines what falls within agent control differently.
Example chart
Related metrics / attributes
[Long Abandon Rate % Voice - Calls Calculated Metric Calculates the percentage of inbound calls that ended in long abandonment after waiting at least 10 seconds in the queue.
[Non-answered Inbound Calls % Voice - Calls Calculated Metric Calculates the percentage of inbound calls that never reached an agent, combining both abandoned and timed-out calls.
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