Overview
The abandonment rate shows how often a call was answered but nobody was there to take it.
This matters most on the triple line dialer. When several lines are dialled at once and more than one person answers, only one can be connected to your caller — the others are dropped.
Steps
Step 1: Open your dashboards
Click Dashboards on the left panel.
Step 2: Open the Dialer Productivity Report
Go to Dialer Productivity Report.
Step 3: Read the abandonment rate
The abandonment rate is shown on the page.
It reflects your dialing sessions — check it per session as well as overall.
Step 4: Check the period
The report shows the last seven days by default.
You can filter for a specific time period if you need a different range.
Important Notes
Abandoned calls are people who answered and got silence. Every one is someone in your market who picked up the phone to nothing.
The triple line dialer is what produces them. Dialling three lines at once means that when two people answer, one gets dropped. Single line dialing does not create this problem.
A high abandon rate feeds your spam problem. Repeated dropped calls from the same number is exactly the pattern carriers act on, and it contributes to numbers being flagged.
Watch it alongside your connect rate. If your abandon rate is climbing while connects are falling, your dialing setup is damaging your number reputation.
If the rate is high, dial fewer lines. Moving a caller from triple line to single line trades volume for a cleaner operation, and is the direct fix.
Check it per session rather than only as an average. One bad session can be hidden inside a good week.
Troubleshooting
Your abandon rate is high
Reduce the number of lines being dialled at once. Triple line dialing produces abandoned calls whenever more than one person answers in the same round.
Your abandon rate is high and your connect rate is falling
Treat this as a number reputation problem. Check the Spam Check on the numbers being used, and reduce your line count.
You cannot find the abandonment rate
It is on the Dialer Productivity Report, under Dashboards on the left panel.
The figure does not match the period you had in mind
The report defaults to the last seven days. Filter for the period you want.
Your single line caller shows no abandon rate
That is expected. Single line dialing connects one call at a time, so there is nothing to abandon.
You want to see one session rather than a total
The report covers dialing sessions, so check individual sessions rather than relying on the overall figure.
Related
Single Line vs Triple Line Dialer — the choice that drives this number
Spam Status and Remediation — what a high abandon rate contributes to
How to Track Dialer Connections — the figure to watch alongside it
Summary
You checked your dialer abandon rate. You opened Dashboards from the left panel, went to the Dialer Productivity Report, and read the abandonment rate shown there — the calls that were answered with nobody available to take them. The report shows the last seven days by default, and you can filter it for another period.