Which Call Center Metric Determines the Percentage of Callers Who

question 91

Multiple Choice

Which call center metric determines the percentage of callers who hang up while waiting for their call to be answered?

• A) Abandon rate
• B) Lost calls
• C) Missed rate
• D) Failure to answer rate (FAR)

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Definitions:

Confidence Interval

A range of values, derived from the sample data, within which there is a specified probability that the true population parameter lies.

Population Proportion

The fraction of items in a population that are of a particular type.

Confidence Level

The probability that a confidence interval captures the true parameter value in repeated samples or experiments.

Population Parameter

A value that represents a characteristic of an entire population, such as its mean or standard deviation, often estimated from a sample.