Outbound abandoned calls
Outbound campaigns have two types of abandoned calls.
- True Abandon: The contact answers the call, but hangs up before the system routes the call to an available agent.
- Compliance Abandon: The contact answers the call, but the system does not route the call to an available agent or an IVR within the configured Compliance Abandon Threshold (default is two seconds). Some regions use Compliance Abandon to measure compliance with certain laws.
An abandoned call (outbound) can occur when an outbound campaign:
- Places multiple calls for each available agent to maximize agent utilization. The campaign keeps some contacts until an agent becomes available to take the call. In practice, contacts sometimes hang up instead of waiting. A call that takes longer than the configured Compliance Abandon Threshold to reach an agent or an IVR counts as an abandoned call even if the contact remains on the call until it eventually reaches an agent or an IVR.
- Places the call using one of the automated dialing modes (Agentless, Power, Predictive, or Progressive). Since agents place Preview calls and outbound calls on behalf of a queue, these calls do not count as abandoned calls.
The campaigns dashboard view provides metrics for both types of abandoned calls.
This table shows outbound campaign scenarios that result in True Abandon and/or Compliance Abandon calls with a Compliance Abandon Threshold of two seconds.
|Outbound campaign scenario||True Abandon||Compliance Abandon|
|The call connects to a live agent or an IVR in two seconds.||No||No|
|The call waits for five seconds before an agent or an IVR answers it.||No||Yes|
|The call waits for five seconds and then the contact hangs up.||Yes||Yes|
|The call waits for one second and then the contact hangs up.||Yes||No|