1. What Are Call Caps?
Call caps are limits that control how many billable calls an agent (or an entire agency) can take during a given period (e.g., per day). They serve two main purposes:
Protecting your budget when performance is poor (high CPA).
Rewarding good performance by allowing high-performing agents to continue taking calls beyond the base limit.
There are two key components:
Minimum Call Threshold – Ensures you have enough data before evaluating performance.
CPA Target – The maximum cost per acquisition you’re willing to tolerate.
2. Agency-Level Dynamic Call Caps
Agency-level call caps apply across all agents in your organization.
To configure:
Go to Agency Settings in the Admin Portal.
Enable Dynamic Call Cap.
Define a Base Cap (e.g., 10 billable calls per agent).
Optionally set Conditional Overrides, such as allowing uncapped calls if the agent’s CPA is below $200.
📌 This ensures consistent baseline limits while rewarding top-performing agents with extended calling permissions.
3. Agent-Level Call Caps
Agent-level caps allow you to override the agency-wide settings for specific agents.
To configure:
Go to Agent Settings.
Select the desired agent.
Enable and configure their Personal Call Cap.
📌 Use this to customize limits based on agent experience, skill level, or performance.
4. Conditional Overrides & Performance-Based Logic
Dynamic Call Caps can automatically adjust based on performance metrics, such as:
CPA Thresholds
Close Rate or other dialer metrics
How it works:
After reaching the fixed cap, the system checks real-time performance.
If conditions are met (e.g., CPA < $200), additional calls are unlocked.
📌 This makes caps performance-based, not just spend-based.
5. Why Minimum Call Thresholds Matter
If you capped traffic after just 1–2 calls, you’d be acting on almost no data.
Example:
$10 per call × 2 calls = $20 spend
0 sales = CPA is undefined or infinite
1 sale = CPA = $20 — but this may be random luck
Most systems wait for enough call volume (e.g., 20 calls) before making CPA-based decisions. This ensures the CPA represents a trend, not a fluke.
6. Example CPA Scenarios
Scenario | Calls | Spend | Sales | CPA | Result |
Good CPA at Minimum | 20 | $200 | 2 | $100 | ✅ Calls continue |
Bad CPA at Minimum | 20 | $200 | 1 | $200 | ❌ Agent capped |
📌 This prevents profitable agents from being cut off too early and stops unprofitable calling after enough data has been collected.
7. Early-Day CPA “Spikes”
CPA may look very high early in the day when there are no sales yet. However, agents are not capped until they hit the minimum call threshold, allowing the system to gather sufficient data before taking action.
8. All Must Apply Conditions
The All Must Apply toggle enforces multiple caps simultaneously (e.g., billable and total calls).
Example:
Billable Call Cap = 10
Total Call Cap = 20
The agent can continue calling until both limits are met.
To enable:
Go to Agency Settings or Agent Settings.
Set your desired caps.
Enable All Must Apply to require that all conditions be met before blocking.
9. Best Practices
Monitor performance metrics (CPA, close rate) regularly.
Communicate override conditions to agents clearly.
Maintain an audit trail for all changes and overrides.
Use minimum call thresholds to avoid premature cutoffs.
Combine performance-based CPA caps with agency and agent-level rules for optimal efficiency.