Average Call Abandonment Rate

Inbound calls that enter a queue to speak to a live agent but decided to hang up or end the call before speaking to a live agent. Does not include calls that are made through the Automated Response System without the need to transfer to a live agent (callers self-served through the system). __* Suppression performed where underlying call volume was between 1-10 in accordance with DHCS-DDG-v3.0__