Reachability
Reachability shows how many contacts were actually reached by phone and separates making contact from the content quality of the conversation.
Last reviewed: 2026-07-22
What reachability means
Reachability shows how many contacts in a campaign were actually reached by phone. It separates the technical and timing side of making contact from the content quality of the conversation. A good content analysis first requires enough contacts to have been reached.
What reachability is made up of
Among other things, the following results feed into reachability:
- reached and connected calls;
- unanswered calls, see no answer;
- busy lines;
- technical errors.
Unanswered calls are not billed. How this affects usage is explained in which calls are not billed?.
Improving reachability
Low reachability is often less about the script and more about the surrounding conditions:
- The calling window does not suit the target group.
- The data quality of the phone numbers is insufficient.
- The contacts were called at an unfavorable cadence.
Check the configured calling window and runtime rules. A better-chosen window increases the likelihood of reaching contacts.
Hinweis: Reachability and content results should be viewed separately. High reachability with weak outcomes points to the conversation, while low reachability points more to the window and data quality.
Common questions
Are unanswered calls billed?
No. Nexcal bills only connected talk time, to the second. Unanswered calls as well as preview and test calls are not billed and do not affect the content analysis the way a connected call does.
Why is my reachability low despite many attempts?
Low reachability is usually about the surrounding conditions. Check the calling window, the data quality of the phone numbers and the calling cadence. A window that better fits the target group increases the likelihood of actually reaching contacts.
Should I change the script when reachability is low?
Usually not. Reachability depends on timing and data quality, not on the content of the conversation. Revise the script only once contacts are being reached but the content results remain weak.