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Telemarketing Compliance Report

This report, applicable to predictive campaigns only, focuses on calls that were answered by called parties and not connected to the agent within the Unattended call timeout.

Note: FCC refers to these calls as abandoned calls and limits the number of such calls within campaign relative to the total calls answered. The related metric is called Abandonment Rate. In ServicePattern terminology, such calls are referred to as unattended and the related ratio is called Unattended %. This is done in order to avoid confusion with the traditional use of abandoned in the contact center industry, where it is normally reserved for calls terminated by customers before being connected to an agent.


Metric Name Description
Calls Answered Number of campaign calls that were answered by called parties.
Calls Unattended Number of campaign calls that were answered by called parties and subsequently either diverted to an IVR at any time, or dropped at any time, or connected to an agent with time exceeding the Unattended call timeout.
Unattended % Percent of Calls Unattended relative to Calls Answered.


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