Call Pacing

Call Pacing controls how aggressively the system dials — balancing agent utilization against drop rates. Dialer.CX provides five pacing management tools: Live Controls, Pacing Profiles, Time-of-Day Schedules, Multi-Campaign Balancing, and an AI Pacing Advisor.

Live Controls

Adjust dial levels in real time:

• Dial level slider — increase or decrease per campaign
• Current metrics — see the immediate impact of changes
• Agent idle time — how long agents wait between calls
• Drop rate — current abandoned call percentage

Note

Changes to the dial level take effect within seconds. After adjusting, watch the drop rate and agent idle time metrics for 2-3 minutes to see the stabilized impact before making further changes.

Pacing Profiles

Save reusable pacing presets:

System Presets

Profile	Description	Use Case
Conservative	Low dial level, minimal drops	New campaigns, compliance-sensitive
Balanced	Moderate pacing	General-purpose
Aggressive	High dial level	High-volume blitz campaigns
Max Performance	Maximum throughput	Experienced teams, forgiving metrics

Custom Profiles

Create your own presets with:

• Target dial level
• Maximum abandon rate
• Target agent idle time
• Name and description for easy reuse

Tip

Create custom profiles for recurring scenarios. For example, a “Morning Ramp” profile with conservative settings for the first hour, and a “Peak Hours” profile for midday when answer rates are highest and you can push harder.

Time-of-Day Schedules

Automatically adjust pacing throughout the day:

• Hourly configuration — set a different dial level for each hour
• Per-campaign schedules — each campaign can have its own schedule
• Automatic switching — pacing changes without manual intervention

Example: Start slow at 9 AM, ramp up by 10 AM, reduce after 4 PM.

Note

Time-of-day schedules eliminate the need for supervisors to manually adjust pacing throughout the shift. Set it once based on historical performance patterns and the system handles transitions automatically.

Multi-Campaign Balancing

When running multiple campaigns simultaneously:

• Balance groups — group campaigns that share agents
• Weighted distribution — allocate agent capacity by percentage
• Automatic balancing — system distributes calls based on weights
• Priority overrides — boost priority for specific campaigns

Caution

Be careful with aggressive pacing across multiple balanced campaigns. The combined drop rate across all campaigns in a balance group can exceed individual campaign thresholds even if each campaign looks acceptable on its own. Monitor the aggregate metrics.

AI Pacing Advisor

AI-generated recommendations for optimal pacing:

• Analyzes historical performance data
• Suggests dial level adjustments
• Predicts optimal settings for time of day
• Considers agent count, answer rates, and drop rates
• Recommendations with confidence scores

Tip

The AI Pacing Advisor learns from your historical data. The more history it has, the better its recommendations. Give it at least 2 weeks of data before relying on its suggestions for fine-tuning.

Pacing Audit Trail

All pacing changes are logged:

• Who changed the pacing and when
• Previous and new values
• Condition snapshots at the time of change
• Useful for troubleshooting and compliance