---
title: "How long are callers waiting before they abandon their calls?"
slug: "how-long-are-callers-waiting-before-they-abandon-their-calls"
description: "There are a couple of ways to determine how long callers are waiting before they abandon their calls. Review suggested reports in Gladly."
updated: 2024-11-01T15:32:04Z
published: 2025-01-30T20:02:30Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How long are callers waiting before they abandon their calls?

There are several ways to determine how long callers wait before abandoning their calls. Review the suggested reports below.

## Contact Summary report

Download the report as a CSV, then use the following metrics to analyze abandoned calls:

- Contacts Abandoned = the number of contacts abandoned in the queue.
- Contacts Abandoned Within 5 Seconds = the number of contacts abandoned in the queue within 5 seconds.
- Contacts Abandoned Within 10 Seconds = the number of contacts abandoned in the queue within 10 seconds.
- Contacts Abandoned Within 15 Seconds = the number of contacts abandoned in the queue within 15 seconds.
  - Contacts Abandoned Within 15 Seconds includes Contacts Abandoned Within 10 Seconds and Contacts Abandoned Within 5 Seconds.

Only incoming phone calls will have**Status = ABANDONED**.

The report doesn’t have an average abandoned time across all Contacts, but this is the report to use if you’re looking for a general overview of abandon time distribution.

## Contact Export report

Download the [r](https://connect.gladly.com/docs/help-documentation/article/contact-export)eport as a CSV. Filter the report using Status = ABANDONED. Use the “Queued-to-Ended (sec)” column to identify the time someone waits in line before they abandon the call while in the queue.