What the DNC/CI% column tells you about an agent

DNC/CI% is one of the most useful single numbers on an outbound floor, and most teams never look at it. It stands for Do Not Call per Contacts percentage, and it tells you how much of an agent's human answers end up flagged as Do Not Call. On its own it is just a ratio. In context it is an early warning that one agent is treating the calling pool very differently from everyone else.

The two numbers behind it

The percentage is built from two raw counts on the agent report. CALLS is the total number of calls sent to that user. CICalls is the number of those calls where there was a human answer, defined by your system Status (lead status) setup. DNC/CI% then expresses how much DNC the agent set relative to those human answers. So it is not DNC over every call. It is DNC weighted against the contacts the agent actually reached, which keeps it fair across agents who get different dialing volumes.

Because the divisor is human answers, an agent who barely connects with anyone will not skew the number through low volume. That is the design intent: a clean comparison of DNC behavior, not a KPI distorted by how busy the dialer kept each person.

It helps to keep the two inputs straight. CALLS is everything the dialer pushed to the agent, including dead air, busy signals, and machines. CICalls is the narrower slice where a real person answered. DNC/CI% only weighs against that narrower slice, which is why an agent with low connect rates does not automatically post a scary percentage. The number is built to be fair to agents working a hard list and pointed at agents whose DNC habit is out of step with everyone else.

How DNC/CI% is computed

flowchart LR
  A[Calls sent to agent] --> B[Human answers]
  B --> C[CICalls count]
  A --> D[DNC marked]
  D --> E[DNC count]
  C --> F[DNC / CICalls]
  E --> F
  F --> G[DNC/CI percent]

The diagram traces the math. Human answers become the CICalls base, the DNC marks become the numerator, and dividing one by the other gives the percentage you read on the row.

Why a high value is worth a look

A high DNC/CI% means an agent is taking far more leads out of the calling pool than the rest of the floor. Sometimes that is honest, hard-to-reach territory. Sometimes it is an agent who marks DNC to dodge difficult calls. Either way it shrinks the leads everyone else can dial, so it is worth a conversation. Pair it with the agent's Disposition spread and their Talk time to see whether the pattern is a genuine list problem or a handling habit. For the wider context on agent metrics, read our guide to VICIdial reports.

You will find DNC/CI% on the Agent Status Detail Report, which counts statuses without timing them. To pair it with the times an agent spends in each state, see how to read the Agent Time Detail Report.

Make it a weekly check

Sort your floor by DNC/CI% once a week and the outliers find themselves. It is a cheap habit that protects your lead supply and catches problems before they drain a campaign. VICIfast provisions a tuned VICIdial box in under 40 seconds, so this column is accurate from your very first dialing session. See pricing to get going.