Pacing

Dialer automatically modifies the pace of outbound dialing to keep logged-in agents busy without placing too many calls. This function is called pacing.  Dialer's pacing algorithm maintains a balance between two goals:

• Minimize idle time—the time agents wait between calls.

• Minimize abandoned calls—calls that connect to live speakers when no agents are available to talk to the person.

The more agents that are logged in to a predictive or power campaign, the more efficient that campaign will be and the less idle time there should be, assuming there are enough lines and other resources available to dial.