VICIdial Wait Between Calls: Complete Optimization Guide

Quick Reference

Setting Name

wait_between_calls

Default Value

1

Recommended

1 to 3 seconds for agent wellbeing

Impact Level

Medium

Location in VICIdial

Admin > Campaigns > [Campaign] > Agent Interface Options

What Wait Between Calls Does

The number of seconds an agent has between completing one call (after disposition) and receiving the next call. This mandatory gap prevents back-to-back calls with zero recovery time, which increases agent burnout and error rate on dispositions.

Center Size Recommended Value Notes
10–25 Agents 1 to 3 seconds for agent wellbeing Start conservative, monitor for 48 hours before adjusting
25–100 Agents 1 to 3 seconds for agent wellbeing Scale gradually — larger operations amplify effects of misconfiguration
100–500 Agents 1 to 3 seconds for agent wellbeing Consult ViciStack optimization team for enterprise-scale tuning

How to Change This Setting

  1. 1 Navigate to Admin > Campaigns
  2. 2 Select campaign
  3. 3 Find Wait Between Calls setting
  4. 4 Enter seconds as integer
  5. 5 Balance agent experience vs. productivity: 2-3 seconds is industry standard
  6. 6 Submit

Common Problems

Value of 0 delivers calls immediately after disposition — high burnout and disposition error rate

Values over 5 seconds significantly reduce calls-per-hour without meaningful wellbeing benefit

Does not apply to agents who are in wrap-up mode (wrap_up_seconds takes precedence)

agent_pause_codes_active Agent Pause Codes Active Agent pause_disposition Pause Disposition Agent wrap_up_seconds Wrap-Up Seconds Agent

ViciStack Module

How ViciStack Optimizes Wait Between Calls

ViciStack's AI Coaching module automatically monitors and optimizes wait_between_calls based on real-time performance data from your operation. Instead of manual tuning, ViciStack continuously analyzes call outcomes, agent performance, and contact rates to recommend and implement optimal values — often catching configuration drift before it affects your numbers.

Learn About AI Coaching →

Frequently Asked Questions

What does wait_between_calls do in VICIdial? +
The number of seconds an agent has between completing one call (after disposition) and receiving the next call. This mandatory gap prevents back-to-back calls with zero recovery time, which increases agent burnout and error rate on dispositions.
What is the recommended value for wait_between_calls? +
The recommended range for wait_between_calls is 1 to 3 seconds for agent wellbeing. The out-of-box default is 1. Note that optimal values vary by operation size, campaign type, and carrier — use ViciStack's automated tuning to find your exact optimal configuration.
Can ViciStack automatically optimize wait_between_calls for me? +
Yes. ViciStack's AI Coaching module monitors wait_between_calls continuously and alerts you when the value drifts outside optimal range. On qualifying plans, ViciStack can automatically adjust this setting based on real-time performance data — no manual intervention required.

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