Difference between Abandon, Drop Call and VDCL

[rrb555]

Hi,

I would like to ask if any one knows whats the difference between Abandon, Drop call and VDCL.


sample report from inbound report v2. also right now we are not sure whats the 11 value and how it get from Call Drop Time breakdown in seconds

Thanks!

[williamconley]

ViciBox Redux 6.0

Please provide the full installer version. Some have bugs! (6.X.X?)

Abandon: Caller Hung Up.
Drop: A timeout occurred in the rules stating how long a prospect can "wait" in a particular queue. Caller still on the line when this occurs.
VDCL: No agent was on the line. Thus the User was Vicidial's automation system. To represent this, VDCL is placed in the user field as a placeholder until a real agent is connected to the prospect. If no agent is ever so placed ... VDCL is still there and appears in the reports to differentiate the autodial system from any other users (and allows stats to be pulled with no "blank" value which would be even MORE confusing!).

[rrb555]

Hi William,

Thanks for your reply

ViciBox Redux v.5.0.2-130821
VERSION: 2.12-549a
BUILD: 160404-0940
© 2016 ViciDial Group
No other hardware
ignore my signature

about the call hangup reason -it seems like it doesn't match with what you have said regarding the abandon as there is another field for the caller hangup, kindly refer on the image ?

What about the call drop time breakdown in seconds?

thanks William

[williamconley]

You have 11 dropped calls. They were spread out in their time to drop by the viewable chart. These would be based on the campaign or ingroup each call was assigned to. That's where "drop call seconds" is set. (So you may have a campaign set to drop in 5 seconds, and a few ingroups set to 25/45/90/300.) But: That's not related to the caller or agent stats as dropped calls never got to an agent (definition of drop).

The fact that these reports appear on the same page does not mean they relate to each other in any way (aside from being from the report date and/or campaign). Correlation is not why they are here at the same time ... their usefulness is the reason. But "Caller hangups" is not in any way related to "Dropped calls" (quite the opposite) and VDCL could be abandons or drops, or perhaps none (never looked into it). So this data is not really related. Read each report on its own.

If you're truly curious about this, there are LOTS of reports you can run to correlate the data and see what each log holds (goldmines some of them, if you are into micromining your data). But for the best results, you should create a fake test campaign and test each circumstance with a fake call to yourself fitting the description you believe should appear in a report, and see how the data actually appears.

No one can really explain it any better than that, and you'll likely not "click" until you do it.

And remember that reports are written specifically for those who Pay for them. Over the years, these reports have been created. You're free to harvest the log files and generate your own versions ... or modify these reports as you see fit.