Abandon Rate
The percentage of connected outbound calls where no agent is available within two seconds of the consumer's hello.
What it means in practice
Abandon rate is the single most compliance-relevant metric in outbound dialing. The FTC's Telemarketing Sales Rule requires predictive dialers to hold abandon rate under 3% over any 30-day period, measured per campaign. Higher than 3% and you're technically in violation of federal law even if no one complains. In VICIdial, the abandon rate is calculated as (DROP status calls) / (answered calls) × 100.
In VICIPanel
VICIPanel surfaces rolling 30-day abandon rate per campaign on the main campaign dashboard. If you cross 2.5%, we flag it; at 2.8% we warn; at 3.0% we recommend auto-pause. The stock VICIdial admin makes you calculate this from the report screen manually.
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