Answering Machines
These call outcomes are for both answering machines and auto attendants. You have the option of classifying these outcomes as being detected by both agents (Fig. 1) and the dialer (Fig. 3) on the same campaign.
Fig. 1 - Call outcome percentages and ring times
Fig. 2 - Call outcome detection times
Fig. 3 - Dialer detection percentages
Ring and detection times
With answering machines becoming pervasive on many campaigns, it is important to get the ring and detection times right. In both cases you should do some tests to see what to expect in your own particular circumstances.
Most answering machines will have a choice of ring times, and you will need to find out what typical practice is, by ringing a sample group. If you don't do this, then your estimates for ring time could be out by quite a few seconds, which in a campaign with a lot of answering machines can have a significant impact on productivity.
If your dialer is using answering machine detection, then expect some answering machines, perhaps even a significant proportion, to be put through to agents. See Answering Machine Detection for why. Again our advice is to do some tests to see what detection times are for both dialers and agents, or talk to your dialer vendor.
Note
If you want your agents to leave a message, then the time taken should be entered as agent detection time for answering machines (Fig. 2).