wait_between_calls

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.

Recommended Configuration

| 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

• Navigate to Admin > Campaigns

• Select campaign

• Find Wait Between Calls setting

• Enter seconds as integer

• Balance agent experience vs. productivity: 2-3 seconds is industry standard

• 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)

ViciStack Module

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.