Why a business comes back in the queue
An outcome that does not finish a business schedules the next attempt, with widening gaps, up to five tries.
An outcome that does not finish a business puts it back in the queue for another try. The gaps widen on purpose, and after five tries it stops.
| After attempt | Comes back in | Why |
|---|---|---|
| 1 | 4 hours | Later the same day catches a different shift. |
| 2 | 1 day | A different day of the week. |
| 3 | 3 days | Past whatever was busy. |
| 4 | 7 days | The last realistic go. |
| 5 | Stops | Marked never answered and taken out of the queue. |
Between those gaps the business does not appear in Up next. That is why a queue shrinks through the day and refills the next morning. Nothing is lost: it is waiting.
Why it works this way
It usually takes several attempts to reach a business, and most callers give up early. A console that treats No answer as the end turns a long list into single attempts and then the list gets the blame for a process problem. All it needs from the caller is an honest outcome.
What does not count
- A Call back does not count against the five. It is a conversation being continued. See Call backs.
- Never answered is not a verdict on the business or on the caller. It is a signal about the numbers. See Caller reports and the Overview tab.