Abandon Rate Management

Dialer dynamically adjusts the pace of outbound dialing in response to abandonment statistics. You can:

•    Control how abandonment rate is calculated (per dial or contact)

•    Control how abandons affect pacing (strict or target)

•    Specify what is considered an abandoned call

An abandoned call is a call that is answered but disconnected before any conversation takes place. Options for Abandon Handling—what to do when no agents are available to take a call—are configured on the Abandons tab of a Campaign configuration.

Settings on the Abandon Rate Pacing Adjustment expander affect the pace of outbound dialing in response to real-time abandon statistics.  This helps customers to maintain compliance with Telemarketing Sales Rule (TSR) or other similar regulations.

Settings on the Abandon Call Definition expander specify what a campaign considers an abandoned call to be.

Legislative messages

Play fixed or dynamic message when no agent available to satisfy TSR's "Safe Harbor" provisions

Minimum Rings

See No Answer Timeout.

Call Detail Documentation

Called number, date/time, result, message played, etc. written to call history table for each call placed.