Introduction

The "6. Unconnected Calls Detail Grouped by Result" report from the "CDR" report group allows you to summarize, in a single view, how many calls failed to connect by reason (result). It is ideal for quickly identifying whether the issue is concentrated in busy signals, congestion, unavailable channels, dialing rules (such as contact limits within 24 hours), or blocks (blacklist). With this, you can take actions such as cleaning databases, adjusting dialing schedules, reviewing channel/trunk availability, or validating contact policies. (In this context, "customer" refers to the end person/contact that the operation is attempting to call.)

Report Information

• COUNT: Indicates the total number of unconnected calls recorded for each result; useful for measuring volume, comparing causes between periods, and prioritizing the main reason for non-connection (the higher the count, the greater the operational impact).
• RESULT: Shows the result/reason for non-connection and can yield default values such as Cancel (canceled), Chanunavail (channel unavailable), Congestion (line congested), Busy (busy), No answer (unanswered), Tcpa (blocked by the rule controlling how many times a contact can be called within 24 hours), and Do not call (number registered on the blacklist); this column is key to diagnosing whether the non-connection is due to line status, channel availability, or a dialing restriction/rule.