Lines per agent

Lines per agent is the plain-language way people describe how hard a campaign is dialing. If a campaign places about three calls at once for every agent who is logged in and free, you would say it is running three lines per agent. It is less a single setting you toggle and more a shorthand for the pace you are actually seeing on the floor, which is why managers reach for the phrase in daily conversation.

Inside VICIdial the number that actually controls this is the Dial level. A dial level of 3.0 is the same idea as three lines per agent, just expressed as the setting the software stores. When you use an adaptive mode, the Auto dial level moves that figure up and down for you throughout the day, so your real lines per agent drifts as answer rates rise and fall. A list that answers well in the morning may need fewer lines than the same list in the afternoon.

Finding the right number

More lines per agent means more Concurrent calls going out and a better chance an agent always has someone to talk to the instant they finish a call. Push it too far, though, and you create calls that connect with nobody free to take them, which raises your Drop rate and can land you in compliance trouble. The sweet spot depends on how often your list answers, how long each conversation runs, and how quickly agents wrap up and become available again.

In a fixed Ratio dialing setup you set the lines per agent by hand and it stays put until you change it, which is predictable but does not react to the list. In Predictive dialing the dialer estimates the right pace and adjusts on its own. Either way, the safe habit is the same: start conservative, watch your reports for a few hours, and raise the number only while drops stay comfortably within your limit.