Symptom / Need

Administrators need to aggregate unconnected call results to identify common patterns that make it difficult to connect with customers and optimize dialing strategies.

Context / Scenarios

• Campaign Monitoring: Identify whether the number of congested, busy or unanswered calls is a significant factor affecting the performance of a campaign.
• Regulatory Compliance: Ensure that dialed calls respect contact control settings, such as Do Not Call lists or TCPA restrictions.
• Resource management: Analyze trends in results to redirect efforts to schedules or strategies that reduce unconnected calls.
• Operational Optimization: Evaluate result volumes such as Cancel, Chanunavail, or Congestion to identify technical or planning issues.

Answer (Solution/Recommendation)

The report "6. Detail of unconnected calls grouped by result", available in the “CDR” tab within the “Reports” section of wolkvox Manager, is the appropriate tool to obtain this information.

• COUNT: Total number of calls with a specific result.
• RESULT: Result of the call, which may include the following values:
  • Cancel: Call canceled.
  • Chanunavail: Channel not available.
  • Congestion: Congested line.
  • Busy: Busy line.
  • No answer: Not answered.
  • Tcpa: Call control per day (limitation of contacts in 24 hours).
  • Do not call: Blacklisted number.