Pacing and dial level

Pacing controls how aggressively your campaign dials. Too slow and your agents sit idle. Too fast and you drop calls. Here's how to find the right zone for your setup.

Three levers

• Dial level: multiplier on calls-per-agent (1.0 = progressive, 2.0 = predictive aggressive)
• Abandon ceiling: the rolling abandon rate above which pacing backs off automatically
• Time-of-day shifts: different pacing profiles for morning vs evening

The tuning loop

1. 1

   Start at dial level 1.5

   Run the campaign for 30 minutes. Note the rolling abandon rate and agent utilization.

2. 2

   If abandon rate < 2%

   Raise dial level by 0.2. Wait 30 minutes. Check again.

3. 3

   If abandon rate > 2.5%

   Drop dial level by 0.3. Wait 30 minutes. Check again.

4. 4

   Stop when abandon rate stabilizes 1-2% below your ceiling

   You've found the efficient frontier for this list and this time of day.