How Geckoboard calculates Answer and Abandonment rates in Zendesk Talk

Learn how Answer and Abandonment rates are calculated in Geckoboard.

October 24, 2023

To bring more insights into your Zendesk Talk metrics, we offer total Answer rate and Abandonment rate calculations.

The Answer rate gives you a percentage of calls your business answered today and calculated as:

1-(total calls abandoned in queue / total inbound calls)

The Abandonment rate gives you a percentage of calls abandoned in the queue today and calculated as:

total calls abandoned in queue / total inbound calls