Abandon Rate Pacing Adjustment

Options on this 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.

Type

Selects the type of pacing adjustment to apply, in response to real-time abandonment statistics for the campaign:

No Adjustment	When this option is selected, the Outbound Dialer server will place outbound calls at the frequency determined by its predictive algorithm, ignoring the maximum abandon rate percentage. In this mode, Pace most directly affects the Abandon Rate.
Strict Max Rate	This option provides an optional measure of control over Abandon Rate calculation, by forcing Dialer to adhere to the maximum Abandon Rate Percentage. When this option is selected, Abandon Rate is analyzed for the whole day (from midnight to midnight), and abandon rate is recalculated after every call. If the current abandon rate exceeds the Max Abandon threshold, the campaign stops making predictions and drops into Power calling mode. Predictive dialing resumes automatically when Abandon Rate for the day falls below the Max Abandon rate. The campaign will transition back into predictive mode if it was configured as predictive in the first place. The calculation of strict abandon rate is reset to 0 each day at midnight.
Target Rate	Target abandon rate is not as strict. Interaction Dialer does not use a fixed interval to adjust abandon rate pacing. Dialer will adjust the pace up or down to try to hit the target abandon rate. It uses both recent and past abandon rate numbers to determine when and how much to adjust the pace.

Abandon Rate percentage

This percentage sets a maximum abandon rate for the campaign. This is the maximum percentage of abandoned calls that the Outbound Dialer will allow before it automatically lowers the pacing. Pacing is lowered automatically if the percentage of abandoned calls exceeds this threshold. If the abandonment rate drops well below the target rate, pacing is increased automatically.

This control allows decimal point values to be specified, for greater precision when entering a target abandon rate. This can help customers to better comply with TSR rulings by leaving less margin for error in their dialing. For example, Max. Abandon Rate can be set to 2.5 instead of 3.

Calculation method drop list

Selects the method used to calculate abandon rate—based on calls placed, total contacts reached, or a ratio of call analysis detections:

Based on Calls	Abandonment rate is calculated by dividing the number of abandons by the total number of calls placed.
Based on Contacts	A more restrictive industry standard, wherein the abandonment calculation is total abandons divided by total contacts made.
Based on Detections	An abandon rate calculation mode that is based on whether call analysis detected a live party or not. It works by comparing the total number of system-calculated abandons to the number of system-detected live people. This calculation can reduce agent idle time while speeding up dialing. For more details, see Calculating Abandon Rate Based on Call Analysis Detections.

Auto Pace Limit

Sets the maximum threshold for Pace auto-adjustments—how high Dialer can adjust the pace.