Abandoned (call abandonment)
Lead picked up, no agent connected within drop SLA, dialer hung up.
Abandoned = a call where the lead picked up but no agent was available within the campaign's drop SLA, so the dialer disconnected.
The FCC caps abandonment at 3% per campaign on a 30-day rolling window. Above that = TCPA violation.
In VICIdial: status AB in vicidial_log. Reports show abandonment % per campaign in real-time.
How abandonment happens
Predictive dialer places more calls than agents available, betting some won't connect. When MORE connect than predicted, agents run out. The excess calls connect to a lead with no agent — abandoned.
Mitigation
- Lower dial level
- Tighter drop SLA (2.0s default)
- Adaptive dial methods (auto-tune)
- More agents