Genesys Cloud - Main

Hi Community,

I read in the Help Center:

Voice campaigns view
Dialing Progress - For each running incompleted campaign, a graph depicts the percentage of contacts dialed. The first value is total contacts processed. The second value is the total number of contacts (not records). The calculation is (current contacts processed / total contacts) x 100.

What is the difference between total number of contacts and total number of records?

Thanks
#Outbound

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Sergio Rota
TechneValue GmbH
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Hi Sergio,

"Total Contacts" here refers to the total number of contacts that were queued. This excludes contacts that were determined to be uncallable before the campaign was started because they were marked uncallable. This does not include contacts blocked by DNC lists, attempt controls, callable times, or pre-call rules, as those are just-in-time checks. If you'd like the doc to be changed to clarify this, please use the "Was this article helpful?" buttons at the bottom of the relevant page. 

Thanks, 

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Sean Carter
Senior Software Engineer - Outbound
Genesys
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