System errors
DONEMManual call left undispositioned
The agent made a manual dial call and then closed the browser before dispositioning the lead.
DONEM is the manual-dial version of an abandoned session. The agent placed a manual call, and their browser closed before they recorded what happened.
When VICIdial sets it
Automatically, for manual dial calls left unfinished when the session ended. It is never an agent choice.
What to do
- Check who is producing them. Manual dialing already lacks the guardrails of predictive, so undispositioned manual calls are worth chasing early.
- Treat these leads as unknown rather than unworked, and listen before you dial again.
- If DONEM is common, look at whether agents are using manual dial for work that belongs on a campaign.
- Recycle carefully. The customer may already have been spoken to, and calling them again with no record of the last conversation is worse than not calling at all.
- Check whether browsers are closing or sessions are dropping. Several agents producing these at the same moment is a network problem, not a discipline one.