The dial ratio is how many numbers a dialer calls at once per available agent. A ratio of 3 means three lines are dialed for each free agent. A higher ratio raises agent utilization and reduces waiting, and it also raises the abandon rate when more people answer than there are agents to take them.
On ViciDial the same idea is called the dial level. Adaptive dial methods change it automatically; ratio mode holds it where the admin sets it.
Dial ratio on a live shift
A fronter team in Lahore starts the US morning on a fresh list with a decent answer rate. The dialer runs at a low ratio because people are answering. Two hours later the list is tired and fewer people pick up, so an adaptive dialer raises the ratio to keep agents busy. If someone fixes it high at the start of the shift, the morning produces dropped calls and the afternoon produces idle agents.
How it shows up in reports
Read the dial ratio together with two other numbers: agent wait time and drop rate. Long wait time with a low drop rate means there is room to dial faster. A drop rate close to the limit means the ratio is already too high. Looking at only one of the three leads to bad decisions.
Common mistakes
Copying another floor's ratio. The right ratio depends on the list, the time of day and the AMD setting.
Raising the ratio to hit an hourly transfer target, then explaining the drop rate to the client later.
Counting paused agents as available, so the dialer calls for agents who are not there.
Never checking the setting at shift change, when the agent count jumps up or down.
Ratio with bots
When the fronters are voice bots, capacity per line is fixed, so the dial level can be set against a known number of conversations. The limit on abandoned calls still applies, so the same three numbers still need watching.