Auto dial level

Auto dial level is a VICIdial setting that hands the dial level over to the system to manage for you. Instead of picking a fixed number of calls per agent and leaving it, you switch this on and VICIdial raises or lowers that number on its own while the campaign runs. You stop being the one watching the dial, and the software takes over.

The reason it exists is that the right dial level keeps changing. A list of fresh numbers answers more often than a tired one. The afternoon picks up more than the morning. A human setting the level by hand can't keep up with that, but the dialer can watch the results minute by minute and adjust faster than anyone could by eye.

What it's balancing

Auto dial level is always juggling two things against each other: keeping your agents busy, and keeping your drop rate under control. Reach too hard and you drop calls; reach too softly and agents sit idle. This setting is what makes true predictive dialing work, because the dialer is constantly nudging the level to stay in that safe middle ground where both numbers look healthy.

You turn it on per campaign, and you usually pair it with a method that tells the system how to behave — adaptive dialing modes such as adapt tapered decide how cautiously it ramps up. For most new users this is the right place to start: it's far more forgiving than guessing a fixed number, and it's hard to get badly wrong.

It matters because the alternative — riding the dial level by hand all day — is a full-time job that no busy manager actually has time for. Letting the system handle it frees you to watch the things that need a human eye, like agent performance and list quality, while the pace looks after itself in the background.

If your drops are creeping up, this is usually the one knob worth checking first. Our guide on lowering your drop rate walks through it step by step.