vicidial.org

TCPA dictates

Abandon more than 3% of all telemarketing calls that are answered live by a person, as measured over a 30-day period for a single calling campaign.

My question is, should both DROP and PDROP status be included in the numerator of the abandonment rate (DROPPED PERCENT) calculation, or only DROP statuses?

The Manager Manual states

A dropped or abandoned call is a call that is shown as answered by the carrier and was not able to be sent to an agent before the line was hung up)

, but it doesn't clarify. The FTC Safe Harbor Regulations section mentions a DROP, but not specifically the "DROP" status only.

We created the PDROP status years ago to address issues with carriers that we noticed happening to some clients that were auto-dialing. Basically the issue was that there were a subset of calls that were dialed, answered and then immediately hung up. Upon further inspection these were determined to be carrier issues and that there never was a human on the line, which is why they were not included in the DROP calculations. There are some other cases where a carrier or system is is misconfigured and all calls end up this way, but with a properly configured system, the first explanation is the norm.