Ratio dialing

Ratio dialing places a set number of calls for each free agent. If you set the ratio to 3, VICIdial dials three numbers every time an agent becomes available. It's a simple, fixed multiplier — you tell it how hard to push and it pushes exactly that hard, no guessing.

That multiplier is controlled by the dial level on the campaign. A dial level of 1 means one call per agent (close to manual pacing); a level of 4 means four. You can also turn on auto dial level, which lets VICIdial nudge the ratio up or down on its own based on how the calls are connecting.

The difference from predictive dialing is the brain. Ratio dialing follows a fixed number; predictive dialing builds a live forecast of how many calls will connect and adjusts faster. Ratio is easier to reason about and predictable, which is why a lot of people start there before moving to predictive.

Set the ratio too high and you'll connect more people than you have agents to handle, which pushes up your drop rate and creates compliance risk. Set it too low and agents sit idle between calls. The right number depends on how your list answers: a list of cold numbers where most calls go to voicemail can carry a higher ratio than a warm list where almost everyone picks up. Start conservative, watch your live connect rate and drop rate for a while, and raise the level one notch at a time rather than jumping. A small, steady adjustment is far safer than guessing and discovering the damage in the next report.