VCC administration · practice · 12 min full read
Not every silence is a carrier failure. Agents have Not Ready states. TCPA manual touch even forces Not Ready when preview time expires. Skill groups can hold voicemail, greetings, and messages. Those are administrator objects with their own reports.
Admin work does not include inventing a dialer ratio in a spreadsheet and calling it the Five9 algorithm. The dialer has documented modes and a documented abandon window. Configuration belongs in the campaign, not in a side file.