Answer rate
Answer rate is the percentage of incoming calls that are answered by a person or system, as opposed to going unanswered, being abandoned, or reaching voicemail.
Also called: call answer rate, answered call rate
Answer rate and abandonment rate are two views of the same gap: calls offered minus calls answered. Some definitions count only calls answered by a person; others count any answered call, including an automated attendant. When comparing services, ask which is meant.
A related figure is answer rate within a threshold, the share of calls answered within, say, twenty seconds, which combines answer rate with speed to answer into a single service-level number.