1. What Are Call Caps?
Call caps limit how many billable calls each agent can receive in a day.
(They do not restrict the total number of calls for your entire agency.)
Call caps are designed to:
• Prevent overspending when performance is poor
If an agent’s CPA rises above your target, the system can automatically stop sending additional calls.
• Reward agents performing well
Agents with strong CPA or close rates can continue to receive calls even after hitting their base cap.
There are two core parts of call-cap logic:
Minimum Call Threshold
A minimum number of billable calls must be reached before the system evaluates CPA or close rate.
This prevents agents from being capped too early based on incomplete data.
CPA Target
Your maximum acceptable cost per sale.
2. Agency-Level Dynamic Call Caps
Agency-level caps apply to each agent individually, unless overridden at the agent or queue level.
To configure:
Go to Agency Settings in the Admin Portal.
Enable Dynamic Call Cap.
Set your Base Call Cap (e.g., 20 billable calls per agent).
Add Performance Overrides, such as:
Continue sending calls if CPA < $180
Require a minimum close rate if desired
Agency-level caps create consistent baseline behavior across your team.
3. Agent-Level Call Caps
Agent-level caps override agency-wide rules for specific individuals.
To configure:
Go to Agents.
Select the agent.
Enable Personal Call Cap.
Set customized base caps and dynamic CPA targets.
Agent-level overrides are ideal for:
New or training agents
High performers
Agents with unique goals or workflows
4. Conditional Overrides & Performance Logic
Dynamic Call Caps adjust automatically based on real-time performance.
Available conditions include:
CPA Threshold
Agent continues receiving calls only if CPA stays below your target.
Minimum Close Rate
Prevents agents with poor conversion performance from continuing indefinitely.
Minimum Call Threshold
Ensures the system waits for enough call volume before evaluating performance.
How Performance Evaluation Works
Once an agent hits their base call cap (e.g., 20 billable calls):
The system checks whether they’ve reached your minimum call threshold.
If they have, the system evaluates performance rules:
CPA
Close rate
Based on your toggle settings, the agent may:
Continue receiving additional calls
Be capped for the rest of the day
5. Why Minimum Call Thresholds Matter
Performance cannot be accurately evaluated after only a few calls.
Example:
2 calls
0 sales → CPA is infinite
1 sale → CPA = $20, but not statistically meaningful
Most agencies set thresholds between 15–20 calls to ensure CPA reflects real performance rather than random early outcomes.
6. Example CPA Scenarios
Scenario | Calls | Spend | Sales | CPA | Result |
Good CPA at Minimum | 20 | $200 | 2 | $100 | ✔ Continue calling |
Bad CPA at Minimum | 20 | $200 | 1 | $200 | ✘ Agent capped |
Minimum thresholds prevent cutting off good agents too soon while stopping unprofitable performance appropriately.
7. Early-Day CPA Spikes
CPA can look artificially high early in the day when no sales have occurred yet.
Agents are not capped early unless they’ve reached the minimum call threshold.
Example:
Before threshold → CPA ignored → calls continue
After threshold → CPA evaluated normally
This avoids incorrect early-day capping.
8. “All Must Apply” vs. “Both Must Be Met”
A. “All Must Apply” (applies to multiple call caps)
Used if you have more than one type of cap, such as:
Billable call cap
Total call cap
If All Must Apply = ON, the agent only stops when all caps have been reached.
This toggle does not affect performance metrics like CPA or close rate.
B. “Both Must Be Met” (applies to performance metrics)
This toggle determines whether CPA and Close Rate are evaluated independently or together.
When “Both Must Be Met” = OFF
Only one condition must be satisfied:
CPA under target
ORClose Rate meets minimum
This is the recommended setting if CPA is your primary performance metric.
When “Both Must Be Met” = ON
Both conditions must be satisfied:
CPA under target
ANDClose Rate meets minimum close rate
⚠ Important:
If Minimum Close Rate is set to 0% (or left blank) and “Both Must Be Met” is ON, the system treats the close-rate requirement as not met.
This means:
CPA < target → ❌ Still capped
CPA good but CR not configured → ❌ Still capped
This was the cause of many unexpected caps reported by teams.
Examples
If “Both Must Be Met” = OFF:
CPA < $180 → continue
CPA > $180 but CR > minimum → continue
Both poor → cap
If “Both Must Be Met” = ON:
CPA < target AND CR ≥ minimum → continue
Any failure → cap
9. Best Practices
Use minimum thresholds between 15–20 calls
Set CPA targets based on real acquisition costs
If using “Both Must Be Met,” always set a meaningful minimum close rate (e.g., 8–12%)
Prefer “Both Must Be Met” = OFF if CPA alone is your main metric
Monitor agent caps daily to ensure settings behave as expected
Document overrides for transparency and consistency
Review queue-level caps, as they can override agent and agency settings