Setting Call Caps for the Entire Agency
Navigate to Agency Settings
From the Dialer Dashboard, click on Agency Settings.Enable Call Cap Settings
Locate the Call Cap Settings section and toggle it on.Configure the Call Cap
Set the desired limit for all agents within the agency.Reset Call Caps (Optional)
At the bottom of the page, click Reset Call Caps to clear and reset call caps for all agents in the agency.
⚠️ Avoid enabling “All filters must apply” unless specifically needed, as it may overly restrict calling activity.
Setting Call Caps for Individual Agents
Navigate to Agent Settings
From the Dialer Dashboard, click on Agent Settings.Select the Agent
Locate the agent you want to manage and click the eye icon to open their profile.Access Call Cap Settings
Scroll to the Call Cap Settings section and toggle it on.Configure the Agent’s Call Cap
Enter the appropriate call limits based on performance or policy.
⚠️ Do not enable “All filters must apply” unless required, as it may restrict calls more than intended.
Setting Call Caps for Specific Queues
Navigate to Queues
From the Dialer Dashboard, click Call Routing, then select Queues.Select a Queue
Choose the queue you want to manage and open it.Receiver Call Cap Tab
Open the Receiver Call Cap tab. This is where you set queue-level call limits. The tab appears on Receiver Agent, Internal Transfer, and Router Universal queues.Set Call Cap Per Agent (Per Day)
Cap after total calls today – Enter a number to limit total calls per agent in the queue.
Cap after billable calls today – Enter a number to limit only billable calls per agent.
(Optional) All Filters Must Apply – Use with caution, as this may overly restrict dialing.
Set Maximum Calls from Queue (Per Day)
This is the shared cap for the whole queue, regardless of how many agents are in it. It is available on Router Universal queues as well, so you can cap total traffic on a router that feeds several receiver queues instead of capping each receiver separately.Call Concurrency (Optional)
Set Max Concurrent Calls to limit how many calls can be live from that queue at once. Occupancy counts every queue the call passed through on its way to the agent, not just the final one.
Shared Router Call Cap (Optional)
On a router, this caps aggregate calls through the router across all agents behind it. Once the cap is reached, the router stops accepting availability pings, so upstream buyers see the line as unavailable rather than sending calls that will be rejected.
⚠️ You can also cap agents individually within the queue at the bottom using the same fields:
Cap after total calls today
Cap after billable calls today
When an agent has reached their cap limit, they'll see the following message:
“No calls expected, you have reached your call limit for all your available queues.”
By using call caps strategically, you can align call volume with business goals and tailor limits based on team or agent needs.