Dropped calls
XDROPAgent not available (inbound drop)
An inbound caller waited in the queue and was dropped because no agent picked up in time.
XDROP is the inbound sibling of the outbound drop. Somebody called you, sat in the queue, and the in-group gave up on finding them an agent.
When VICIdial sets it
Automatically, when an inbound call in an in-group queue hits the point where it has to be dropped. Nobody selects it, and the customer was real — they chose to call you.
What to do
- Treat inbound drops as more serious than outbound ones. These are people who wanted to talk to you.
- Check staffing against your hour-by-hour inbound volume rather than the daily total.
- Give the queue somewhere better to go than a hangup — a voicemail or callback option turns an abandoned call into work you can still do.
Related codes
Read the whole inbound-loss family together: XDROP (waited, dropped), TIMEOT (waited out the drop timer and got the drop action), MAXCAL (queue was over its limit), NANQUE (no agent was even logged in). The outbound version is DROP.
Related status codes
In the glossary
- Drop call seconds (drop SLA)
How long VICIdial holds an answered call waiting for an agent before it counts as a drop.
- Abandonment rate
The percentage of answered outbound calls that ended without the caller reaching a live agent — closely tied to, and often used alongside, drop rate.
- In-group
VICIdial's inbound queue — where inbound calls and warm transfers wait for an agent.