Understanding Abandons

The definition of an outbound abandoned call varies depending on the application and country location of Dialer. Compliance rules for dialers vary throughout the world.

Dialer provides the ability to define what is considered an abandoned call and how abandoned calls affect pacing. The best practice here is to understand the regulations specific to your industry, making sure that Dialer is compliant with those, and at the same time not over-calculating the abandons.

The Abandons tab for a campaign entry sets abandon rate as a percentage, based on calls placed, total contacts reached, or a ratio of call analysis detections.  Settings on the Abandon Rate Pacing Adjustment expander affect how abandoned calls affect pacing. Settings on the Abandon Call Definition expander define what is considered an abandoned call.