abandon_rate_target

What Abandon Rate Target Does

Sets the maximum allowable call abandonment rate as a percentage. The FTC’s Telemarketing Sales Rule mandates a maximum 3% abandon rate calculated over a 30-day rolling period. This setting directly controls adaptive dialing behavior — the system will reduce dial level if this threshold is approached.

Recommended Configuration

| Center Size | Recommended Value | Notes |

| --- | --- | --- |

| 10–25 Agents | 2.5 to 3.0 (percent) | Start conservative, monitor for 48 hours before adjusting |

| 25–100 Agents | 2.5 to 3.0 (percent) | Scale gradually — larger operations amplify effects of misconfiguration |

| 100–500 Agents | 2.5 to 3.0 (percent) | Consult ViciStack optimization team for enterprise-scale tuning |

How to Change This Setting

• Navigate to Admin > Campaigns

• Select campaign

• Find the Abandon Rate Target field

• Enter value between 0 and 100 (percent)

• Recommended: 2.5 to leave buffer below the 3% regulatory limit

• Click Submit

Common Problems

Setting above 3.0 creates TCPA/FTC compliance risk

Setting too low (under 1.5) artificially throttles dial performance

Not accounting for rolling 30-day calculation window leads to compliance violations near month-end

ViciStack Module

ViciStack’s Dialer Tuning & Auto-Configuration module automatically monitors and optimizes abandon_rate_target based on real-time performance data from your operation. Instead of manual tuning, ViciStack continuously analyzes call outcomes, agent performance, and contact rates to recommend and implement optimal values — often catching configuration drift before it affects your numbers.