What is DROP?
TIMEOT - Inbound call Drop Timeout, call waited until drop-seconds and was sent on to the drop action
AFTHRS - Inbound after hours drop, call received outside of in-group call time
NANQUE - Inbound no agent no queue drop, no agent logged in
Inbound - when a caller is in the queue of an ingroup and listening to queue music and decides to hangup because he's been waiting too long it becomes a DROP.
Outbound - When you have a RATIO or Predictive campaign and number of outbound calls which are answered by customers is more then the number of available agents at that very moment then the calls that can not be routed to an available agent will be hungup after a specified amount of seconds (which you can set in the campaign) and this will result in a lead with DROP status as well.
If agent uses softphone then he rejected call with decline/reject option
it will continue ring on another agent, until customer drop or queue time out or agent answer.
In this case, this call assigned to agent but before agent answered the call disconnected by caller/customer. That's the drop stat.
INBOUND
Afthrs = After Office Hours
DIPO = Call Connected
DROP =Drop Call (Customer Drop the Call)
Queue = Call has been disconnected in Queue
TimeOT = Time Out (Until the waiting time was over customer is in the queue. hence it came to TimeOT. Max TimeOT=360 Seconds)
OUTBOUND
AB= Busy Auto (Carrier-received Busy signal)
ADC = Disconnected Number Auto (Disconnected Number Auto - Carrier-received Disconnected number)
DISPO = Disposition
DROP= Drop Call ( Call was dropped while customer was waiting for an agent)
XFER= Transfer