Drop SLA
How quickly an agent must connect after a lead answers — TCPA caps abandonment at 3%.
Drop SLA in VICIdial is the maximum number of seconds between a lead picking up and an agent being connected. Default is 2.0. Above this, the call is "dropped" + counted toward the FCC's 3% abandonment cap (rolling 30-day window per campaign).
Predictive dialing trades off:
- Higher dial level → more efficient agents → higher drop rate
- Lower dial level → safer drop rate → idle agents
Tune by watching the abandonment % in real-time. Drift past 3% triggers FCC + state notices.