Dropped calls
IQNANQIn-queue no agent, no queue
The call was already waiting in the queue when the no-agent-no-queue rule fired and pulled it out.
IQNANQ is the second half of the no-agent rule. The caller made it into the queue, then the last agent went away — logged out, paused, or went not-ready — and the rule removed the call rather than leaving it waiting for nobody.
When VICIdial sets it
Automatically, while the call is in queue, on in-groups where the no-agent-no-queue option is active.
What to do
- Separate it from ordinary inbound drops in reporting. These callers were not out-waited; they were cut loose when the floor emptied.
- Look at break and shift patterns. Clusters at the same time every day mean everybody pauses together.
- Make sure the exit destination is somewhere a caller can leave a message or get a callback.
- Tell the caller something before the call ends. Being taken out of a queue in silence is indistinguishable from being hung up on.
- Check the setting on every in-group, not just the busy ones. It is configured per in-group, so quieter queues tend to keep whatever the default was.
Related codes
Related status codes
In the glossary
- In-group
VICIdial's inbound queue — where inbound calls and warm transfers wait for an agent.
- ACD (Automatic Call Distribution)
The logic that decides which waiting call goes to which free agent.
- Drop call seconds (drop SLA)
How long VICIdial holds an answered call waiting for an agent before it counts as a drop.