Long Abandon Rate % - Zendesk Explore Calculated Metric
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.
Business value & use cases
Focuses only on abandonment types that reflect customers giving up after waiting, while excluding cases outside agent control such as short-abandoned calls (under 10 seconds), abandoned in IVR, and abandoned in on-hold. Provides a clear view of genuine demand that agents could not serve, works hand in hand with % Inbound Completion Rate (within Agents' Control) to give a balanced picture of completed calls versus long abandons, and helps managers identify whether staffing or queue design is causing meaningful drop-offs.
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
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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 reports alongside completion rate metrics to see both sides of the inbound picture.
Validation tips
- Spot-check call records to verify that short abandons and IVR abandons are correctly excluded.
- Test different time periods (for example, peak hours versus off hours) to validate sensitivity.
Caveats and considerations
This metric is essentially the inverse of % Inbound Completion Rate (within Agents' Control), so choose one or use both together depending on your focus. The 10-second threshold for short abandons is customizable, so adjust if your team defines short waits differently.
Example chart
Example dashboard displaying long abandon rate alongside completion rate