Setting Agent Call Caps

You can set hourly and daily caps for agents.

The caps are different for inbound vs outbound (select which you want from the agent profile)

• Inbound caps count BILLABLE calls

• Outbound caps count CONNECTED calls

Once you add a cap to an agent, they will see it on their dashboard:

If you need to adjust several caps at once, you can try the AI Action of 'Manage Call Caps'. If you need to set a bunch of folks who don't have a cap, you'll need a list of names but otherwise it should be able to adjust them all at the same time for you.