Call Pacing

Call pacing is an algorithm that determines how fast (or at what “pace”) a predictive dialer makes outbound calls. A predictive pacing algorithm generally tries to predict how many customers to call.

The number of customers to call is based on variables such as how many agents are available, how long calls take (to allow the system to predict when an agent may become available), and how many customers the algorithm predicts will actually answer the call.

Some predictive dialers allow administrators to configure different settings that control “pace”. For example, a dialer may allow you to set the number of “lines per agent” or the “calls per minute.”