Call Center Question: How do I calculate the "weighted average" of "abandoned rate %" highlighted in yellow

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Call Center Question: How do I calculate the "weighted average" of "abandoned rate %" highlighted in yellow

Carrie Ward 80

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Ashish Mathur 99,595 Reputation points Volunteer Moderator

2025-08-26T23:46:03.6966667+00:00

Hi,

How have you calculated the 4.68%?

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Ashish Mathur 99,595 Reputation points Volunteer Moderator

2025-08-26T23:46:03.6966667+00:00

Hi,

How have you calculated the 4.68%?

Answer 1

Vicky-I 1,735 Microsoft External Staff Moderator

Hi @Carrie Ward,

Good day! Welcome to Microsoft Q&A!

To calculate the weighted average of these percentages in Excel, you need the corresponding weights (e.g., number of calls or contacts for each row).

Here’s a quick example I tested using your three percentages and sample weights (Contacts Queued) in your image:

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In Excel, assuming:

ABN RT % in B2:B3:B3
Contacts Queued in C2:C3:C4

Use this formula:

=SUMPRODUCT(B2:B3:B4, C2:C3:C4) / SUM(C2:C3:C4)

Check result by calculation steps:

Total calls: 299 + 216 + 184 = 699
Weighted sum: (299 × 4.68%) + (216 × 3.24%) + (184 × 3.26%) = 27
Final result: 27 ÷ 699 = 0.38612303

-> Weighted Average ABN RT % = 3.86%

I really hope my information helpful for you! Feel free to ask if you have any question!

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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Vicky-I 1,735 Reputation points Microsoft External Staff Moderator

2025-08-28T15:18:20.84+00:00

Hi @Carrie Ward,
Just checking in to see if the above information was helpful. If you have any further updates on this issue, please feel free to post back.
At last, if the information we provided give some direction for the issue, please click "Accept Answer" and kindly upvote it, with your vote, other users who are facing same query can easily find this thread and check suggestion when they search on community. Your vote helps other user to resolve their queries. Warm thanks.
Carrie Ward 80 Reputation points

2025-08-28T15:29:39.0066667+00:00

Would it be more accurate if we used "contacts handled" instead of "contacts queued"?
Barry Schwarz 3,916 Reputation points

2025-08-28T22:40:11.4033333+00:00

Would what be more accurate? What are you trying to measure? What does accuracy mean in this case?

To get a weighted average of the three values in each set of values in the ABN RT% column, you need to assign a weight to each row. Since we don't know what you are measuring, we don't know if the values in any the columns would be suitable.

You might also want to check the values in the last column. Except for the third value (3.26), none of the others seem to be derivable form any of the usual percent formulas.

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Call Center Question: How do I calculate the "weighted average" of "abandoned rate %" highlighted in yellow

1 answer

Your answer