Dialer Agent Settings
Agent settings control how individual agents interact with the dialer — wrap-up time between calls, maximum parallel lines, call recording preferences, and more. Admins configure these settings to balance productivity with call quality.
Available on: All dialer types, all Sales Dialer plans. Some settings are dialer-type specific.
Accessing Agent Settings
- Go to Sales Dialer > Settings > Agent Settings.
- Configure defaults that apply to all agents, or override settings per agent.
Key Settings
Wrap-Up Time
The pause between calls that gives agents time to log notes, update CRM records, and prepare for the next call.
| Setting | Options |
|---|---|
| Duration | 5 sec, 10 sec, 15 sec, 30 sec, 60 sec, custom |
| Mandatory | If enabled, the dialer waits the full duration before advancing. If disabled, agents can skip by clicking "Next." |
Recommendation: Start with 15–30 seconds. Reduce if agents consistently skip early; increase if disposition logging is rushed.
Max Calls Per Agent (Predictive Dialer)
Controls how many lines the Predictive Dialer dials simultaneously per agent.
| Setting | Range | Default |
|---|---|---|
| Parallel lines | 1–10 | 3 |
- Lower values (1–3): Fewer abandoned calls, less idle time, better prospect experience.
- Higher values (5–10): More calls per hour, but higher abandon rate and longer AMD delays.
Adjust based on your connect rate. Low connect rate campaigns benefit from higher parallel lines.
Call Recording
| Setting | Options |
|---|---|
| Auto-record all calls | On/Off — records every dialer call automatically. |
| Agent-initiated recording | On/Off — lets agents start/stop recording manually during calls. |
| Recording announcement | On/Off — plays a "this call may be recorded" message at the start. Required in some jurisdictions. |
Recordings sync to the contact's activity log and CRM (if connected).
Agent Availability
| Setting | Description |
|---|---|
| Auto-ready | Agent is automatically set to "Available" after wrap-up time ends. |
| Manual ready | Agent must click "Ready" to receive the next call. Useful for agents who need variable prep time. |
Disposition Requirement
| Setting | Description |
|---|---|
| Mandatory disposition | Agent must select a disposition before advancing to the next call. Recommended for clean analytics. |
| Optional disposition | Agent can skip disposition logging. Not recommended. |
Per-Agent Overrides
To customize settings for a specific agent:
- Go to Sales Dialer > Settings > Agent Settings.
- Click on the agent's name.
- Override any default setting.
- Save. Per-agent settings take priority over defaults.
Use overrides for new agents (longer wrap-up time) or top performers (shorter wrap-up, more parallel lines).
Best Practices
- Enable mandatory dispositions across all campaigns. Consistent logging drives accurate analytics and reattempt rules.
- Use auto-record with recording announcements to stay compliant and build a coaching library.
- Review agent analytics weekly and adjust wrap-up time and parallel lines based on performance data.
- For Predictive Dialer, start conservative (3 lines) and increase only after monitoring abandon rates.