The Abandonment Rate Report helps you measure how often incoming or power dialer calls go unanswered—an essential metric for evaluating call handling efficiency. This report provides clear insights into the number of calls received, the number that were abandoned, and the abandonment rate percentage, all organized by the countries the calls originated from.

When and Why to Use It

Use this report when you want to understand how effectively your team is handling incoming or outbound (power dialer) calls. A high abandonment rate may indicate missed business opportunities or insufficient staffing during peak hours. Regularly reviewing this report can help you identify problem areas and improve your call response strategy.

This report is especially useful:

  • When evaluating team performance and workload

  • During campaign analysis (for power dialer calls)

  • For staffing or scheduling adjustments based on call volume trends

The Abandonment Rate Report gives a country-wise summary of calls that went unattended by the agents.

  • Country – It will show the names of the countries through which incoming calls were received.

  • Total calls – Number of incoming calls in a day.

  • Answered calls – Number of incoming calls that the agents attended.

  • Missed calls – Number of calls that went unattended (including missed calls and voicemails).

  • Voicemail – Number of voicemails that went unattended.

  • Rejected calls – Number of calls that were left.

  • Call not set up – Number of calls that went unattended (including calls not set up and unavailable).

  • Welcome message – Number of calls in which the welcome message played, but calls were not connected to the agent.

  • IVR-message – Number of calls in which IVR played, but calls were not connected to the agent.

  • No Answer – Number of calls that are not answered in the Power dialer calling.

  • User is not available – Number of calls missed due to user unavailability.

  • The number is not available – Number of calls missed due to the number's unavailability.

Report Details

  • Applies to: Incoming calls and Power Dialer calls only

  • Filter available: Date range filter (maximum range: 1 month)

  • Data shown:

    • Total Calls

    • Abandoned Calls

    • Abandonment Rate (%)

    • Country-wise breakdown (origin of calls)

    • Different call statuses for the incoming calls

The data is displayed in a table format for easy review and export.


Steps to check the Abandonment Rate Report:


1. Log in to your CallHippo dashboard.


2. Navigate to the ‘Reports’ section and then click on the ‘Abandonment Rate Report’ option.



3. Use the slider to check all the data provided.



You can apply a filter to see the data of a particular date range and download the report in Excel format.


Incall type, you get three options:

  • All: It will show the data of both the incoming and power dialer calls together.

  • Incoming Calls: It will show the data of incoming calls only.

  • Power Dialer: It will show the data of Power Dialer calls only.



Important Information:

  • The maximum date range you can select is 30 days.

  • You can only view data from within the last 3 months directly on the dashboard.

  • For any date range older than 3 months, the report will be sent to your registered email address instead.

Frequently asked questions:

Q: What does the Abandonment Rate Report actually show, and how is it useful for my business?
A: The report shows the percentage of unanswered calls, helping you identify inefficiencies like missed opportunities, which can improve your call-handling strategy.

Q: How can I filter the data in the Abandonment Rate Report for a specific time period?
A: Use the date range filter to select a period, with a maximum range of one month, to view the data for that specific time frame.

Q: Why are some calls showing as “Rejected” or “Voicemail” instead of “Answered”?
A: "Rejected" calls were dismissed, and "Voicemail" refers to calls that went unanswered and were sent to voicemail.

Q: My Power Dialer calls have a high abandonment rate. What could be causing this?
A: High abandonment rates may be due to not enough agents or call setup issues.

Q: How can I download the Abandonment Rate Report for further analysis?
A: Go to the 'Reports' section, select the report, and download it in Excel format for offline analysis.


I hope this helps. If you still face any queries, please feel free to reach out at [email protected]