Predictive dialer abandon-rate estimator
Predictive dialing keeps agents busy by placing more calls than there are free agents — but push too hard and connected calls get abandoned. Model the trade-off between agent utilization and abandonment risk, and see how your pacing compares to the commonly-cited 3% cap.
Quick answer
What causes predictive dialer call abandonment? A predictive dialer over-dials to keep agents talking, so when live connections arrive faster than agents free up, the extra connected calls are abandoned. The more aggressively you pace (higher offered load relative to agent capacity), the higher both agent utilization and the abandonment rate. US telemarketing safe-harbor guidance is commonly cited as a 3% abandonment cap. This tool estimates the abandonment rate from your agent count and pacing intensity using the Erlang B model.
Your campaign
Estimated abandonment rate
Commonly-cited safe-harbor cap: 3%
How this estimator works
The abandonment estimate uses the Erlang B model, treating your agents as servers and the offered load of live connections as traffic. Pacing intensity sets the offered load as a percentage of agent capacity; the model returns the probability that a connection arrives with no free agent (an abandoned call). Utilization is the carried load per agent; connects and dials per hour are derived from your handle time and connect rate.
This is an illustrative steady-state model, not a measurement or guarantee. Real predictive dialers use look-ahead pacing, answering machine detection, and live feedback that this simplified model does not capture, so actual abandonment varies. The 3% figure is commonly cited from US telemarketing safe-harbor guidance and is provided as general information, not legal advice — confirm the rules that apply to you. See our predictive dialer and the abandon-rate guide.
FAQ