Call Caps & Volume Controls
Call Caps & Volume Controls
When your call center is running at full speed, managing call volume is essential. Without limits, agents can become overwhelmed, quality drops, costs escalate, and your best-performing agents might burn out while underperformers coast without accountability. The Call Caps feature in AgentTech Dialer gives you precise control over how many calls agents and queues handle, with the ability to set limits based on total calls, billable calls, close rates, and cost-per-sale — all enforced in real time. This guide covers everything on the Call Caps page (`call-caps.php`) and how to use caps strategically.
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Why Call Caps Matter
Cost Control
Every call has a cost — whether it's per-minute charges, agent labor, or opportunity cost. Without caps, a single queue or agent could consume a disproportionate share of your budget. Call caps let you set hard limits that prevent budget overruns before they happen.
Quality Maintenance
There's a well-documented inverse relationship between call volume and call quality. An agent handling 200 calls in a day won't deliver the same quality on call 195 as they did on call 15. Caps help you protect quality by preventing agent fatigue and ensuring each call gets the attention it deserves.
Workload Management
Caps create a more balanced workload across your team. Instead of some agents handling significantly more calls than others, caps ensure work is distributed evenly and no one is overwhelmed.
Performance Accountability
Advanced cap settings like Minimum Close Rate and Maximum Cost Per Sale don't just limit volume — they hold agents accountable for quality outcomes. An agent who makes 100 calls but closes 0 sales is consuming resources without producing results. Close rate caps automatically reduce their call flow until performance improves.
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The Call Caps Page
Navigate to Call Caps from the main sidebar menu. Here's what you'll see:
Page Header
At the top of the page:
- Cap count badge: Shows the total number of call caps you've created (e.g., "8 Caps").
- Create Call Cap button: Click to create a new call cap.
Viewing Your Caps
Below the header, caps are displayed as cards:
- Grid/List view toggle: Switch between a multi-column grid layout and a single-column list layout.
- Search: Filter caps by name using the search input. Type part of a cap name and the display filters in real time.
Cap Cards
Each call cap appears as a card with the following information:
- Cap name: The name you assigned to this cap (e.g., "Sales Queue Daily Cap," "Agent John Smith Cap").
- Target badge: A badge indicating whether this cap targets a Queue or an Agent. Queue caps show "Queue" with the queue name; Agent caps show "Agent" with the agent's name.
- Cap limits grid: A grid displaying the configured limits across four dimensions:
- Daily: Maximum number of calls per day.
- Weekly: Maximum number of calls per week.
- Monthly: Maximum number of calls per month.
- Usage stats: Real-time usage counters showing:
- Current: Current concurrent calls against the concurrent cap.
- Inactive overlay: If a cap is disabled, the card displays a dimmed overlay indicating the cap is not currently being enforced.
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Creating a New Call Cap
Click the Create Call Cap button in the page header. A modal window opens with all the settings you need.
Cap Name (Required)
Enter a descriptive name for the cap. Good names indicate what the cap controls and who or what it applies to.
Good examples: "Sales Queue — 150 Daily Max," "New Hire Agent Cap — Conservative," "Medicare AEP Campaign Cap"
Avoid: Generic names like "Cap 1" or "Test Cap" that don't tell you anything at a glance.
Target Type Dropdown
Select what this cap will apply to:
- Queue: The cap applies to an entire call queue. All calls routed through this queue count toward the cap's limits.
- Agent: The cap applies to a specific individual agent. Only calls handled by this agent count toward the cap's limits.
Select Target Dropdown
After choosing a target type, this dropdown populates with the available options:
- If you selected Queue, you'll see a list of all your queues. Select the queue this cap should apply to.
- If you selected Agent, you'll see a list of all your agents. Select the agent this cap should apply to.
Cap Settings
The core cap settings let you define the limits and rules for this cap:
#### Enable Call Cap Toggle
This master toggle controls whether the cap is active. When enabled (green), the cap's rules are enforced in real time. When disabled (gray), the cap exists but is not enforced — calls flow freely without restriction.
Tip: Create your caps and configure all settings before enabling them. This lets you review everything before enforcement begins.
#### Cap After Total Calls Today
Set the maximum number of total calls (inbound and outbound combined) allowed per day. Once this number is reached, the cap triggers and no additional calls are routed to this queue or agent for the remainder of the day.
Example: Setting this to 150 means that after 150 total calls, the queue or agent is capped for the day. The counter resets at midnight.
When to use: Use this for general volume control when you want to limit overall call activity regardless of outcome.
#### Cap After Billable Calls Today
Set the maximum number of billable calls allowed per day. Billable calls are typically calls that connect and last long enough to incur a charge — as opposed to calls that go to voicemail, get a busy signal, or are abandoned before connecting.
Example: Setting this to 100 means the cap triggers after 100 billable calls, even if the total call count (including non-billable attempts) is higher.
When to use: Use this when your cost structure is based on connected call minutes and you want to cap the calls that actually cost you money, not the attempts.
#### Minimum Close Rate (%)
Set a minimum percentage close rate that the agent must maintain to continue receiving calls. If the agent's close rate drops below this threshold, the system reduces or stops routing calls to them.
Example: Setting this to 5% means the agent must close at least 5 out of every 100 calls. If their close rate drops below 5%, the cap triggers.
When to use: Use this for performance accountability in sales environments. It prevents underperforming agents from consuming call volume that could be going to higher-performing agents. This is particularly effective in competitive lead environments where every call is valuable.
Note: This setting becomes visible when you configure advanced cap options.
#### Enable Dynamic Call Cap Toggle
When dynamic call caps are enabled, the system automatically adjusts the agent's or queue's call volume based on real-time performance metrics. Instead of a hard, static cap, the system dynamically increases or decreases call flow based on how well the agent or queue is performing.
How it works: If an agent is performing above the target close rate, they may receive more calls. If their performance dips, the system automatically throttles their call volume. This creates a self-adjusting system that rewards good performance with more opportunity and protects your bottom line by reducing volume to underperformers.
When to use: Use this for sophisticated sales teams where you want the system to automatically optimize call distribution based on outcomes rather than setting arbitrary fixed limits.
Note: This setting becomes visible when you configure advanced cap options.
#### Maximum Cost Per Sale ($)
Set a dollar threshold for the maximum acceptable cost per sale. The system tracks the total cost of calls (based on your per-minute or per-call rates) divided by the number of sales closed. If the cost per sale exceeds this threshold, the cap triggers.
Example: Setting this to $25 means that if it's costing more than $25 in call expenses for each sale the agent closes, they'll be capped until their cost efficiency improves.
When to use: Use this in environments where call costs are significant and you need to ensure profitability. This is especially valuable for campaigns with thin margins where cost-per-acquisition must stay within budget.
Note: This setting becomes visible when you configure advanced cap options.
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Per-Queue Settings for Agent Caps
When you create an Agent-level cap, you gain access to an additional powerful feature: Per-Queue Settings. This lets you set different limits for the same agent based on which queue they're working in.
Why Per-Queue Agent Caps?
A single agent might work across multiple queues — perhaps they handle both Medicare sales and health insurance inquiries. Their performance and appropriate limits might be very different between these queues. Per-queue settings let you customize the cap for each queue independently.
How to Configure
- When creating or editing an Agent cap, look for the Per-Queue Settings section.
- Enable the per-queue override option.
- A table appears with a row for each queue the agent is assigned to. The table columns are:
- Total Calls Today: Maximum total calls the agent can handle in this specific queue per day.
- Min Close Rate %: The minimum close rate the agent must maintain in this queue.
- Billable Calls Today: Maximum billable calls for this queue per day.
- Dynamic Cap toggle: Enable or disable dynamic cap adjustment for this specific queue.
- Max Cost/Sale $: The maximum cost per sale threshold for this queue.
- Set different values for each queue as needed.
- Save the cap.
Example scenario:
Agent Maria works in two queues:
- Medicare Sales: High-value leads, set to 50 total calls/day with a 10% minimum close rate and $30 max cost per sale.
- General Inquiries: Higher volume, lower conversion expectations, set to 100 total calls/day with a 2% minimum close rate and no cost cap.
This level of granularity ensures that each queue's unique dynamics are reflected in the cap configuration.
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Real-Time Enforcement
Call caps aren't just tracking tools — they are enforced in real time by the platform's call routing engine. Here's what happens when a cap is reached:
When a Queue Cap Triggers
- The system detects that the queue has reached its configured limit (total calls, billable calls, or another threshold).
- New incoming calls that would normally route to this queue are redirected:
- If no overflow is configured, callers may hear a message or be placed in a hold queue depending on your setup.
- Outbound calls from this queue are blocked — agents working in this queue will not be able to initiate new outbound calls.
- The cap card on the Call Caps page updates in real time to show that the limit has been reached.
When an Agent Cap Triggers
- The system detects that the agent has reached their configured limit.
- The agent is temporarily removed from the call routing rotation — new calls are routed to other available agents in the same queue.
- The agent's dialer interface may show a notification indicating they have been capped.
- If the agent works in multiple queues and has per-queue caps, capping in one queue doesn't necessarily affect their availability in other queues (unless those queues are also capped).
- The cap resets based on the time period — daily caps reset at midnight, weekly caps reset at the start of the week, and monthly caps reset at the start of the month.
What Agents Experience
When an agent is capped, they don't just hit a dead end. The system handles it gracefully:
- Inbound calls are routed to other available agents rather than being lost.
- The agent remains logged in and can handle other tasks (reviewing dispositions, updating contact info, etc.).
- The cap resets automatically at the appropriate time (daily, weekly, or monthly depending on the cap configuration).
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Viewing Cap Usage
Each cap card on the Call Caps page displays real-time usage statistics, so you can monitor where your queues and agents stand without opening any detailed reports.
Usage Stats on Cap Cards
- Today: Shows how many calls have been made today relative to the daily cap. For example, "87 / 150" means 87 calls out of a 150 daily cap.
- Current: Shows the current number of concurrent active calls relative to the concurrent cap. For example, "3 / 5" means 3 calls are active out of a maximum of 5 concurrent.
These numbers update in real time as calls come in and finish, giving you a live dashboard of call volume at a glance.
Monitoring Throughout the Day
Get in the habit of checking the Call Caps page during peak hours. If you see caps approaching their limits early in the day, you may need to:
- Increase the cap temporarily for a busy period.
- Add more agents to handle the overflow.
- Check if a particular campaign is generating unexpectedly high volume.
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Managing Your Caps
Editing a Cap
- Find the cap card on the Call Caps page.
- Click the Edit button on the card.
- The cap editor modal opens with all current settings.
- Modify any values — name, limits, target, or advanced settings.
- Click Save to apply changes.
Changes to cap limits take effect immediately. If a cap was previously triggered and you increase the limit, calls will resume routing to the capped queue or agent.
Toggling Enable/Disable
Use the Enable Call Cap toggle to turn enforcement on or off:
- Enable: The cap's rules are enforced starting immediately.
- Disable: The cap remains configured but is not enforced. The cap card displays an inactive overlay so you can visually distinguish active from inactive caps.
This is useful for temporarily suspending caps during high-volume events or testing new configurations.
Grid vs. List View and Search
- Grid view: Displays caps in a multi-column layout. Best for quickly scanning many caps at once.
- List view: Displays caps in a single column. Best for detailed review when you have fewer caps.
- Search: Filter caps by name. If you have many caps, type part of the name to quickly find the one you need.
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Strategic Tips for Using Call Caps
Start Conservative, Then Adjust
When implementing caps for the first time, set them lower than you think you need. It's much better to increase a cap after monitoring than to set it too high and deal with the consequences of uncapped volume. You can always raise the limits once you see how your team performs within the initial constraints.
Use Agent Caps for New Hires
New agents are still learning your products, processes, and call flow. Placing a conservative cap on new hires prevents them from being overwhelmed and ensures they have time to properly handle each call. As they ramp up and their quality metrics improve, gradually increase their caps.
Suggested approach for new agents:
- Week 1: 50 calls/day with close rate monitoring
- Week 2: 75 calls/day
- Week 3: 100 calls/day
- Week 4+: Standard cap or uncapped based on performance
Use Per-Queue Caps for Campaign Management
Different campaigns have different budgets, lead quality, and expected volumes. Set queue-level caps that reflect each campaign's plan:
- High-value campaign with limited leads: Low daily cap (e.g., 50 calls/day) to ensure leads are handled carefully.
- High-volume campaign with broad audience: Higher daily cap (e.g., 500 calls/day) to maximize reach.
- Testing a new campaign: Start with a very low cap (e.g., 25 calls/day) until you validate the script and approach.
Monitor Close Rate Caps Actively
Close rate caps are powerful but can cause frustration if not communicated clearly. Make sure agents understand:
- What the minimum close rate is and why it exists.
- That being capped isn't a punishment — it's a signal to review their approach and seek coaching.
- That their cap resets daily, giving them a fresh start each morning.
Supervisors should proactively monitor which agents are hitting close rate caps and offer support before frustration builds.
Use Dynamic Caps for Self-Optimizing Teams
If your team is mature and your performance data is reliable, dynamic caps are incredibly powerful. They create a meritocratic system where high performers naturally receive more opportunity (more calls routed to them) while underperformers receive less. This maximizes your return on every call without requiring manual adjustments.
Review and Adjust Weekly
Cap settings should not be "set and forget." Review your caps weekly and ask:
- Are any caps triggering too early in the day? (Might need to increase.)
- Are some caps never triggered? (Might be set too high — could lower for cost savings, or might indicate the cap isn't needed.)
- Are close rate caps disproportionately affecting certain agents? (Might need training intervention, not just a cap.)
- Has call volume changed due to seasonal trends, marketing campaigns, or staffing changes? (Adjust caps accordingly.)
Combine Caps with Other Features
Call caps work best as part of a holistic call center management strategy:
- Caps + Dispositions: Use disposition data to understand why calls are or aren't converting. If an agent is hitting their close rate cap, review their dispositions to identify coaching opportunities.
- Caps + Call Recording: When an agent is capped for low performance, review their recorded calls to pinpoint specific areas for improvement.
- Caps + Call Scripts: Ensure agents who are struggling with close rates are following the script. Script adherence often correlates directly with close rate.
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Frequently Asked Questions
Q: What happens to callers when a queue cap is reached?
A: Incoming calls are redirected to overflow queues if configured. If no overflow is set up, the system follows your call routing rules to determine next steps (hold queue, voicemail, message, etc.). Callers are never simply disconnected.
Q: Do caps reset automatically?
A: Yes. Daily caps reset at midnight, weekly caps reset at the start of each week, and monthly caps reset at the start of each month. No manual action is needed.
Q: Can I have multiple caps on the same queue or agent?
A: You can create multiple cap configurations, but typically you'll have one cap per target (one per queue, one per agent). For agents who work multiple queues, use per-queue settings within a single agent cap for the most granular control.
Q: If I disable a cap, does the counter reset?
A: Disabling a cap suspends enforcement but the counters continue tracking. When you re-enable the cap, the current counts are still in effect. The counters reset only at the end of their configured time period (daily, weekly, monthly).
Q: Can agents see their cap status?
A: Agents may receive a notification when they are capped, but they do not have access to the full cap configuration or the Call Caps management page. This information is available to admins and supervisors only.
Q: What's the difference between Total Calls Today and Billable Calls Today?
A: Total Calls counts every call attempt — answered, unanswered, busy, voicemail, everything. Billable Calls counts only calls that connected and lasted long enough to be billed. If your costs are based on connected minutes, capping on billable calls gives you more precise budget control.
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Summary
Call Caps in AgentTech Dialer put you in control of call volume at every level of your organization. Whether you're protecting your budget with daily limits, maintaining quality with close rate thresholds, or empowering your best agents with dynamic caps, this feature ensures that call volume serves your goals rather than working against them. Start with conservative settings, monitor regularly, and adjust based on real data. Combined with dispositions, recordings, and scripts, call caps complete your toolkit for running a high-performance, cost-efficient call center.
Last updated: February 24, 2026