Abandon Rate definition

Abandon Rate means the rate to “offered” calls where a customer hangs up after the call has been queued to an agent.
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Abandon Rate means, for live telephone calls to the Service Desk during a calendar month (i.e., excluding contacts received via HelpNow, or facsimile), the percentage of such calls: (i) that are not answered by a Service Desk agent responsible for problem resolution efforts after the caller selects the option on the voice response unit to speak to a Service Desk representative; and (ii) that are subsequently terminated by the caller or in which the caller is directed to leave a voicemail without speaking to a live Service Desk representative.
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Abandon Rate means – The percentage of calls abandoned by the callers relative to total calls received “Call Talk Time” means – Total talk time between caller and call taker during the phone call (including time when a caller is on hold)
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Examples of Abandon Rate in a sentence

  • CAW Line Abandon Rate (CAW Calls Handled/Producer Calls Offered)8.

  • Abandon Rate Rate at which IVR calls are abandoned while in queue due to delay waiting for service longer than 45 seconds Monthly abandon rate of 4 percent or less for all programs combined.

  • Definition: The Abandon Rate Percentage shall mean the number of inbound calls from the Covered Population and Covered Entities that are answered by Service Provider divided by the number of calls offered to Service Provider’s queue.

  • An increase in the Abandon Rate Percentage alone may not signify a reduction in service; in fact it may reflect the effective use of pre-recorded messages and Interactive Voice Response (IVR) that are designed to answer the most common questions prior to being handled by a CSR.

  • Other statistics for the period include:Voice (calls):• Maximum wait time: 11mins 44secs• Answer rate: 83.5% (KPI 90%)• Abandon Rate: 16.5% Callbacks:• Average wait time for a callback: 55 min 37secs (KPI 24 hours) E-mails:• Average wait time for an e-mail response: 5 hours 5 secs (KPI 4 hours).

  • Abandon Rate Number of calls that reach the call center and are placed in queue but do not reach the final destination because the caller hangs up before a representative becomes available.

  • In this case the longer the ASA the higher the Abandon Rate Percentage.

  • At the least Vendors should include the following key performance indicators in their program: • Average Speed to Answer (ASA)• Abandon Rate • Customer SatisfactionRhode Island has included some additional sample metrics recommended by Contact Center experts in Appendix C: Contact Center Requirements Matrix.

  • Call Type Calls Received Calls Answered Average Abandon Rate Service LevelAverage Call time including wrap Adur SwitchboardMayJuneJulyMayJuneJulyMayJune11.0 PERFORMANCE MONITORING Key Performance Indicators9.

  • Target is 3 minutes for 100% of the calls100%2 points for each drop of 1% of part thereofThe points for all incidents would be added to calculate total penalty points under thiscriteria3.Call Abandon Rate at Call AgentCall disconnects in queue before it is picked up by Call Taker.Calls missed in queue shall be considered for this SLA point.


More Definitions of Abandon Rate

Abandon Rate calculation shall begin after the member has gone through the Interactive Voice Response system. Systems/Data Transfers System Availability for member portal and app 99.9% System Availability 2.0% System Availability will be calculated quarterly using the following formula (and will be rounded to the nearest one-tenth of a percentage point): i. “System Availability” = [(Base Time – Unscheduled Downtime) / (Base Time)] x 100 1. “Base Time” equals the product of the number of days in the applicable quarter multiplied by twenty-four (24) hours multiplied by sixty (60) minutes, less downtime resulting from a Force Majeure Event. 2. “Unscheduled Downtime” equals the time (in minutes) during which the portal and app is not operational (excluding “Scheduled Downtime”). 3. “Force Majeure Event” means any delay or failure in performance hereunder caused by reason of any occurrence or contingency beyond its reasonable control, including but not limited to acts of God, earthquake, labor disputes and strikes, riots, pandemic, health emergency, and war. 4. “Scheduled Downtime” equals the aggregate total of all minutes of planned and scheduled maintenance performed during the quarter to perform any necessary hardware, OS, network, database, application software maintenance, repair, upgrades, and updates. Claims Administrator must provide five (5) days prior notice for any maintenance to be included as Scheduled Downtime. Claims Administrator will work with Plan Sponsor to determine and use commercially reasonable efforts to schedule downtime after regular business hours, during times that minimize the disruption to operations. Loading of eligibility and claims data files 99.9% of Industry Standard File layouts with valid/clean data within 2 business days of receipt 2.0% a. Industry Standard File means: X12 837 and 835 file Formats, an Electronic submission of healthcare claim and payment information. Member Satisfaction Customer Service survey results 95% of members who respond to a survey express satisfaction or provide positive feedback with respect to the Customer Service Representative’s service 2.0% ● Service Level Agreement Activation o Minimum group size: This Service Level Agreement applies to a 150 Employee Life groups or more. ● Metric and Measures o Performance will be measured using Plan Sponsor’s specific claims, calls and survey data. o Claims turnaround time guarantee is not impacted by the timing of client funding or stop loss funding (including advanced...
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Abandon Rate means Calls by a user, in the queue to be answered by a Help Desk representative or Automated Resolution Process, that are terminated prior to such answer.
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Abandon Rate. CALLTECH agrees that the abandon rate shall not exceed 3% of total Inbound Calls, measured daily. So long as PRICELINE dictates the number of agents to be on duty handling incoming customer calls, PRICELINE will assume responsibility for managing to this service level.
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Related to Abandon Rate

  • Termination Rate means a rate per annum equal to the arithmetic mean of the cost (without proof or evidence of any actual cost) to each party (as certified by such party) if it were to fund or of funding such amounts.

  • Reset Reference Rate means, in relation to a Reset Determination Date and subject to Condition 5(b)(iii) and Condition 5(c)(v), if applicable:

  • Replacement Reference Rate means a reference rate which is:

  • Successor Reference Rate means the rate that the relevant Independent Adviser determines is a successor to or replacement of the Reference Rate which is formally recommended by any Relevant Nominating Body.

  • Extension Rate means, for each distribution date following a Failed Remarketing with respect to the class A-5 notes if such notes are then in foreign exchange mode, the rate of interest payable to the related currency Swap Counterparty, generally not to exceed three-month LIBOR plus 0.75%, unless the remarketing agent, in consultation with the administrator, determine that market conditions or some other benefit to the trust requires a higher rate; provided that in each case the Rating Agency Condition is satisfied.

  • SONIA Reference Rate means, in respect of any London Banking Day, a reference rate equal to the daily Sterling Overnight Index Average ("SONIA") rate for such London Banking Day as provided by the administrator of SONIA to authorised distributors and as then published on the Relevant Screen Page (or if the Relevant Screen Page is unavailable, as otherwise is published by such authorised distributors) on the London Banking Day immediately following such London Banking Day; and

  • Auction Rate means the rate of interest per annum that results from implementation of the Auction Procedures and is determined as described in Section 2.5.1(c)(ii) hereof.

  • Replacement Rate has the meaning assigned thereto in Section 4.2.(b).

  • Reset Period means the First Reset Period or a Subsequent Reset Period, as the case may be;

  • Calculation Rate For each Distribution Date, in the case of the Class A and Class B Interests, the product of (i) 10 and (ii) the weighted average rate of the outstanding Class A and Class B Interests, treating each Class A Interest as capped at zero or reduced by a fixed percentage of 100% of the interest accruing on such Class.

  • CMS Rate means the applicable swap rate for swap transactions in the Reference Currency with a maturity of the Designated Maturity, expressed as a percentage, which appears on the Relevant Screen Page as at the Specified Time on the relevant Interest Determination Date in question, all as determined by the Calculation Agent.

  • Compounded Daily Reference Rate means, with respect to an Interest Period, the rate of return of a daily compound interest investment in the Specified Currency (with the applicable Reference Rate (as indicated in the applicable Final Terms and further provided for below) as the reference rate for the calculation of interest) and will be calculated by the Principal Paying Agent on the relevant Interest Determination Date, as follows, and the resulting percentage will be rounded, if necessary, to the Relevant Decimal Place:

  • Curr Rate CLTV: Prin Bal: Maturity Date: Lien Pos: 4096851 CA 300 14 131995.17 52000 586.09 701 409685100000000 8 299 1 152000 12/07/2000 42 XXXXXXXXX 00000 2 12.990 122 51976.81 12/13/2025 2 4096852 WI 300 14 114701.82 47200 586.31 669 409685200000000 8 299 1 143000 12/07/2000 46 KENOSHA 53143 2 14.500 114 47184.02 12/13/2025 2 4096853 NY 180 14 71476 18000 227.63 701 409685300000000 6 179 1 71900 12/07/2000 40 SYRACUSE 13212 2 12.990 125 17967.22 12/13/2015 2 4096854 LA 180 14 74040.09 25000 349.73 663 409685400000000 6 179 1 82000 12/07/2000 00 XXXX XXXXXX 00000 2 14.990 121 24962.56 12/13/2015 2 4096857 MO 301 14 152510.3 44500 561.36 685 409685700000000 8 299 1 160000 11/30/2000 47 O'FALLON 63366 2 14.750 124 44485.62 12/08/2025 2 4096858 MI 240 14 143231.7 50000 649.18 684 409685800000000 9 239 1 160000 12/07/2000 47 XXXXXXXXXX XXXXX 00000 2 14.750 121 49965.4 12/13/2020 2 4096859 MN 300 14 144985.47 39600 499.55 675 409685900000000 8 299 1 152000 12/05/2000 45 XXXXXX XXXX 00000 2 14.750 122 39587.2 12/11/2025 2 4096860 NY 300 14 61663 25000 320.02 662 409686000000000 8 299 1 73000 12/07/2000 37 NEWBURGH 12550 2 14.990 119 24992.27 12/13/2025 2 4096861 GA 300 14 105425.2 35000 421.05 682 409686100000000 8 299 1 145000 12/04/2000 46 XXXXX XXXXX 00000 2 13.990 97 34986.99 12/08/2025 2 4096862 CA 180 14 139196.02 48950 639.61 719 409686200000000 6 179 1 172500 12/07/2000 40 MANTECA 95337 2 13.630 110 48865.79 12/13/2015 2 4096863 RI 300 14 73031.81 45500 534.7 704 409686300000000 8 299 1 95000 12/06/2000 45 WARWICK 2889 2 13.630 125 45481.91 12/12/2025 2 4096864 TN 180 4 67449.68 26500 407.65 644 409686400000000 6 179 1 79000 12/07/2000 37 XXXXXXX CITY 37615 2 16.990 119 26467.55 12/13/2015 2 4096866 ND 180 14 82471.06 35000 477.93 686 409686600000000 6 179 1 100000 12/04/2000 39 NORWICH 58768 2 14.500 118 34944.99 12/08/2015 2 4096867 MO 180 14 100576 35000 538.41 641 409686700000000 6 179 1 118500 12/05/2000 40 LEES SUMMIT 64081 2 16.990 115 34957.13 12/11/2015 2 4096868 IL 300 14 126816.92 40500 479.79 664 409686800000000 8 299 1 134000 12/06/2000 50 ALGONQUIN 60102 2 13.750 125 40364.06 12/13/2025 2 4096869 WA 180 14 127607.19 47300 661.69 665 409686900000000 6 179 1 140000 12/05/2000 44 RICHLAND 99352 2 14.990 125 47225.86 12/11/2015 2 Page 242 of 409

  • Applicable Reference Rate means, collectively or individually, Term SOFR, Daily Compounded XXXXX, XXXXX or the EURIBOR Rate.

  • Reset Date means the First Reset Date, the Second Reset Date and each Subsequent Reset Date (as applicable);

  • Term SOFR Reference Rate means the forward-looking term rate based on SOFR.

  • €STR Reference Rate means, in respect of any TARGET Business Day, a reference rate equal to the daily Euro Short-Term Rate ("€STR") for such TARGET Business Day as provided by the European Central Bank, as administrator of such rate (or any successor administrator of such rate), on the website of the European Central Bank initially at http://www.ecb.europa.eu, or any successor website officially designated by the European Central Bank (the "ECB's Website") (in each case, at the time specified by, or determined in accordance with, the applicable methodology, policies or guidelines on the TARGET Business Day immediately following such TARGET Business Day).

  • Amortization rate means the amortization rate, as defined in Section 49-11-102, to be applied to the system that would have covered the retiree if the retiree's reemployed position were deemed to be an eligible, full-time position within that system.

  • Reference Rate Determination Date means, in relation to any Reference Rate Business Day(i):

  • Excess Rate With respect to each ARD Loan, the excess of (i) the applicable Revised Rate over (ii) the applicable Mortgage Rate, each as set forth in the Mortgage Loan Schedule.

  • LIBOR Daily Floating Rate means, for any day, a fluctuating rate of interest per annum equal to LIBOR as published on the applicable Bloomberg screen page (or such other commercially available source providing such quotations as may be designated by Administrative Agent from time to time), at approximately 11:00 a.m., London time, two (2) London Banking Days prior to such day, for Dollar deposits with a term of one (1) month commencing that day; provided that if the LIBOR Daily Floating Rate shall be less than zero, such rate shall be deemed zero for purposes of the Loan Documents.

  • Average Rate means the simple arithmetic mean of the bank rates in effect at 4:00 p.m. Eastern Standard Time each day during the calendar month which immediately precedes the calendar month in which payment is made, where the "bank rate" means the rate of interest established from time to time by the Bank of Canada as the minimum rate at which the Bank of Canada makes short term advances to members of the Canadian Payments Association;

  • Flow rate means the rate at which water flows through pipes, valves and emission devices, measured in gallons per minute, gallons per hour, or cubic feet per second.

  • LIBO Base Rate means with respect to each day an Advance is outstanding (or if such day is not a Business Day, the next succeeding Business Day), the rate per annum equal to the rate published by Bloomberg or if such rate is not available, the rate appearing at page 3750 of the Telerate Screen as one-month LIBOR on such date, and if such rate shall not be so quoted, the rate per annum at which the Lender is offered Dollar deposits at or about 11:00 A.M., eastern time, on such date by prime banks in the interbank eurodollar market where the eurodollar and foreign currency and exchange operations in respect of its Advances are then being conducted for delivery on such day for a period of one month and in an amount comparable to the amount of the Advances to be outstanding on such day.

  • Alternative Reference Rate means the rate that the Independent Adviser or the Issuer (as applicable) determines has replaced the relevant Reference Rate in customary market usage in the international debt capital markets for the purposes of determining rates of interest in respect of bonds denominated in the Specified Currency and of a comparable duration to the relevant Interest Period, or, if the Independent Adviser or the Issuer (as applicable) determines that there is no such rate, such other rate as the Independent Adviser or the Issuer (as applicable) determines in its discretion (acting in good faith) is most comparable to the relevant Reference Rate;

  • Benchmark Rate means, with respect to any Redemption Date, the rate per annum equal to the annual equivalent yield to maturity or interpolated maturity of the Comparable Benchmark Issue (as defined below), assuming a price for the Comparable Benchmark Issue (expressed as a percentage of its principal amount) equal to the Comparable Benchmark Price for such Redemption Date.