Abandonment rate calculator
FCC caps abandoned calls at 3% per campaign on a 30-day rolling window. Are you near the line? Plug in numbers, get the rate.
Inputs
Pull these from your VICIdial reports for the last 30 days, per campaign.
2.44% abandonment
Approaching the cap. 0.56% headroom — drop dial level if it climbs.
How to fix high abandonment
- Drop the dial level. If your campaign is set to 3.0, drop to 2.0. Less efficient agents, fewer drops.
- Hire more agents. Predictive dial assumes a certain agent pool — undersized pool means more drops.
- Reduce dial timeout.Calls that ring 30 seconds before being picked up burn agent capacity that could’ve handled a real call.
- Check Asterisk + carrier latency.If carrier-side delay is large, “answered” registers late, agent isn’t ready in 2s.
- Per-campaign monitoring. The cap is per-campaign, not per-account. A small bad campaign can sink your whole account.
What VICIdial considers an “abandoned” call
An abandoned call = a call where the lead picked up but no live agent connected within the campaign’s Drop SLA (default 2.0 seconds). VICIdial logs these as status AB in vicidial_log.
Calls that hit voicemail or answering machine (status AM) don’t count toward the 3% cap. Calls answered by a human and connected to an agent within 2s don’t count. Calls answered by a human and connected late = abandoned.