>potential call answer rate Can you further define this? Is it "Number of Calls Answered" / "Number of Call Attempting to Ring Your Phone" ? ​ Apologies if any of the following is construed from any misunderstanding on my part... I am assuming I have the gist of the potential call answer rate correct... Then my response will probably mirror that of your manager / and *maybe* HR... "If you have a job that requires you to answer the phone, you have to answer the phone." At the call center I worked at, not answering a call when you were available was NOT ok. Now, if your calls are taking longer because of your stutter, or the analytics are mistaking your stutter for dead air, then you should seek accommodations with regards to the metrics. You shouldn't be penalized for your stutter / disability. But your stutter doesn't allow you to avoid calls.