Is Abandoned Rate Based on Business Hours

hi highcat,

The definitions of abandoned calls include only callers waiting in a queue. Callers would probably only be waiting in queues during business hours.  Therefore, the calculation would seem to be for business hours.

Abandoned Calls / Abandoned Calls (IN) / Abandoned (IN): Inbound calls that were ended by the caller while waiting in the queue. Only the real-time dashboard displays the number and percentage.

Call queue real-time analytics and historical KPIs glossary

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062914

for zoom contact center,

The number of SMS or voice engagements that were ended by the customer while waiting in the queue. This only includes engagements where the wait time exceeded the short-abandon threshold set in queue settings.            

Zoom Contact Center metrics glossary

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061948

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thanks,  eliot