Reporting: Abandonment Rate

Abandonment Rate: the abandonment rate is the percentage of visitors who have abandoned the queue over the queue metric window. The percentage is calculated as visitors who have left the queue, over the total number of visitors who entered the queue in the same time frame.

In order to leave the queue, the visitor must either click the “x” on the waiting modal and then confirm they want to leave, or close the browser.

For example, if the abandonment rate is 15%, that means 15% of visitors who entered the queue over the last 10 minutes (queue metric window) have left before being connected with an operator.

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