What Campaign Ranks and Grades do for call routing

When more than one agent is sitting available, VICIdial has to decide who gets the next call. Two per-user fields, Campaign Ranks and Campaign Grades, let you influence that decision per campaign. They only matter when the campaign's Next agent call routing is set to use rank or grade, but when it is, these numbers quietly shape who talks to your best leads.

Campaign Ranks: highest wins

In the Campaign Ranks section you give each agent a rank for each campaign. When Next Agent Call is set to campaign_rank, the logic is blunt and predictable: among all the agents who are available, the one with the highest rank always gets the next call. There is no randomness. If your top closer is ready, they get it, every time, until they go on a call.

This is the right mode when skill clearly trumps fairness. Hot inbound leads, high-value Campaign traffic, or a queue where one agent simply converts better all argue for rank routing. The flip side is that lower-ranked agents only get calls when everyone above them is busy, so do not use it where you want even distribution.

This section also holds the per-agent WEB VARs. Each agent can carry a different variable string that gets injected into the WEB FORM or SCRIPT tab URLs wherever you place the matching token, which is handy for passing agent-specific context into a Web form or CRM link.

Campaign Grades: weighted chance

Grades work differently. The Agent Grade sets a probability, from 1 to 10, that a waiting agent receives a call. It only matters when more than one agent is available; if only one agent is ready, they get the call regardless of grade. When several are ready and Next Agent Call is set to the grade option, VICIdial runs a random probability draw weighted by each agent's grade.

The math is proportional. If one agent has a grade of 1 and another has a grade of 10, the second agent is ten times more likely to win the next call, but it is still possible for the grade-1 agent to be picked. So grades bias the distribution without ever shutting an agent out, which is the key difference from ranks.

flowchart TD
  A[Call ready to route] --> B{Multiple agents available}
  B -->|no| C[Single ready agent gets call]
  B -->|yes| D{Routing mode}
  D -->|campaign_rank| E[Highest rank agent always wins]
  D -->|grade| F[Weighted random draw]
  F --> G[Higher grade means higher odds]
  G --> H[Any graded agent can still win]

Rank or grade: how to choose

Reach for ranks when you want a strict pecking order and do not care that lower performers idle while a star is free. Reach for grades when you want to lean toward your stronger Agent roster but still keep everyone in rotation, which helps morale and keeps weaker agents practising. Many operators run grades on broad campaigns and save rank routing for the few queues where one person clearly belongs at the front.

Worth noting: the inbound group screen offers the same rank and grade idea per in-group, so you can route inbound traffic with the same two levers you use on outbound campaigns.

Where this fits

Ranks and grades are part of the larger toolkit for shaping how a multi-team floor behaves. For the full set of per-user controls and how teams are organised, read the VICIdial users and groups guide. And if you are still deciding what each level of staff can configure, our user levels explainer pairs well with this one.

Want routing this granular on a server that is ready out of the box? See our pricing plans for a managed VICIdial deployment that comes online in under 40 seconds.