Max Logged-In Agents: capping a campaign's seats

Max Logged-In Agents does exactly what it sounds like: it caps how many agents can be on one campaign at the same time. It is a single number on the campaign screen, off by default, and it solves a few real problems when you turn it on. Here is when it earns its place.

What the setting does

You set a maximum number of agents allowed into this Campaign at any one time. The default is 0, which means no limit. Set it to, say, 10, and an eleventh Agent trying to log in is blocked until someone leaves. It is a ceiling, not a target — it never forces people on, it just stops the campaign from going over.

When you actually want a cap

A few common reasons:

• Carrier or trunk limits — if your provider only gives you so many concurrent channels, capping seats keeps a campaign from outrunning its capacity.
• Client agreements — when a contract is staffed for a set headcount, the cap stops anyone from quietly over-staffing.
• Training and pilots — limit a new campaign to a handful of agents while you watch the numbers before opening it up.
• Shared teams — keep one campaign from pulling everyone in and starving another.

How it interacts with pacing

The number of agents on a campaign feeds directly into how fast the dialer goes. With Predictive dialing, the system multiplies your active agent count by the dial level to decide how many calls to launch. A cap puts an upper bound on that, so it indirectly bounds your call volume too. If you suddenly cap a busy campaign mid-shift, expect the pacing to settle down to match the smaller seat count.

This is worth picturing with a number. Say you cap a campaign at 8 agents on a dial level of 2. The dialer will aim for roughly 16 lines in flight rather than the much larger number it would chase if 20 people piled in. So the cap is not only an access rule, it is an indirect brake on how many calls go out the door.

A note on what it does not do

The cap does not pick who gets in — it is first come, first served. If you need certain people prioritized, that is a scheduling and User group question, not something this field handles. It also does not reserve seats for agents who step away; if someone logs out, their slot opens for whoever asks next.

And it does not blend campaigns for you. If you want to spread a team across two campaigns evenly, a cap on each gets you part of the way, but the real control over who works what still lives in your shift planning. The cap simply enforces the ceiling once you have decided on the numbers.

Setting it without surprising agents

If you turn this on mid-day, the agents already logged in stay put — the cap only blocks new logins beyond the limit. So the safe way to introduce a cap is to set it a little above your current headcount, then lower it over a day or two as seats naturally free up. That avoids the confusing situation where a returning agent suddenly cannot get back into the campaign they were on five minutes ago. Tell your floor leads the new number so they are not surprised by a blocked login during a shift.

For how agent count drives dialing speed across all your campaigns, read the VICIdial dialing strategies guide. And if you are capping seats because pacing got out of hand, how to lower your VICIdial drop rate is worth a read too.

Need a dialer that scales cleanly as you add seats? See our plans.