Dialer Pacing Ratio

overview the dialer pacing ratio is a configuration setting specifically for the progressive dialing mode it controls the number of calls the system dials for each available agent adjusting this ratio allows administrators to balance call volume with agent workload how it works in progressive mode, the system dials automatically for an agent the pacing ratio acts as a multiplier a ratio of 1 (the default) dials exactly one call for each available agent a ratio of 2 would dial two calls for each agent, and so on this allows for a more aggressive dialing pace than the standard one to one approach prerequisites the outbound campaign's dialing mode must be set to progressive configuration steps set pacing ratio location administrator > manage > \[campaign name] > general configuration action after selecting progressive as the dialing mode , enter a numerical value in the pacing ratio field use cases standard progressive a pacing ratio of 1 is used for a steady, one to one dialing experience aggressive progressive a pacing ratio of 1 5 or 2 might be used with a high quality lead list where the connection rate is expected to be lower, allowing the dialer to place more calls to ensure an agent is quickly connected benefits flexible dialing speed provides administrators with control over the intensity of a progressive dialing campaign optimized agent occupancy helps to fine tune the call flow to better match the connection rate of a specific lead list increased contact attempts a higher pacing ratio allows the campaign to make more call attempts in the same amount of time limitations this setting is only applicable to the progressive dialing mode as described in the manual setting the ratio too high may lead to a situation where multiple calls connect simultaneously for one agent