# % Inbound Completion Rate (within Agents' Control)

## Business value & use cases

Produces a fairer measure of agent performance by excluding [short-abandoned calls](/content/best-practice/zendesk-explore-custom-metrics/library/short-abandoned-calls-metric/index.html) (immediate hang-ups) and [abandoned in IVR calls](/content/best-practice/zendesk-explore-custom-metrics/library/abandoned-in-ivr-calls/index.html) (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](/content/best-practice/zendesk-explore-custom-metrics/library/short-abandoned-calls-metric/index.html) and [Abandoned in IVR Calls](/content/best-practice/zendesk-explore-custom-metrics/library/abandoned-in-ivr-calls/index.html) to be created first.

## The code

## Implementation steps

1. Go to Explore → Report Builder > Voice → Calls Dataset → Start Report.
2. Select the Calculator icon for Calculations.
3. Choose Standard calculated metric.
4. Paste in the code above.
5. Ensure the [Short-Abandoned Calls](/content/best-practice/zendesk-explore-custom-metrics/library/short-abandoned-calls-metric/index.html) and [Abandoned in IVR Calls](/content/best-practice/zendesk-explore-custom-metrics/library/abandoned-in-ivr-calls/index.html) metrics exist and are named exactly as referenced. Adjust the names in the code if you used different labels.
6. Optionally use the "select a field" drop-down to pick the required custom metrics.
7. Validate and save.
8. 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](/content/best-practice/zendesk-explore-custom-metrics/library/long-abandon-rate-percent/index.html) 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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