Concurrency and caps, explained

Concurrency refers to how many inbound calls can be delivered to a buyer at the same time. Caps are the controls a buyer or a marketplace uses to limit that number, so delivery does not outpace what a team can actually answer.

Why concurrency matters more than it seems

A single agent can only be on one call at a time. A small agency might have three agents available and therefore a real concurrency limit of three, even if the marketplace itself could technically offer more calls than that at once. Without a cap, calls would keep arriving past the point your team can pick up, and a call that cannot be answered generates no value while still consuming a routing opportunity that could have gone to a buyer who was free.

The two levels caps typically operate at

Per-agent or per-destination concurrency

How many calls can be in progress at once on a specific destination, generally one at a time for a single phone line or softphone seat.

Account or campaign volume caps

Limits on total call volume over a period, such as a daily call limit, independent of how many are happening at any single instant.

How availability and concurrency work together

A buyer switches availability on and off, and when off, calls are not delivered at all. This is the simplest concurrency control: it is a hard stop rather than a numeric cap. Per-campaign toggles add a second layer, letting a buyer stay generally available while opting out of specific campaigns. Daily call limits add a third layer, capping total volume across a day regardless of how available a buyer stays.

Why caps protect call quality, not just workload

A team overwhelmed by simultaneous calls tends to rush conversations, miss follow-up, or let calls go to voicemail. Caps are less about limiting cost and more about matching delivered volume to actual staffing, so each call that does connect gets a real chance at a real conversation.

Setting concurrency and caps on Callmart

Callmart gives buyers per-campaign on and off toggles, an overall availability switch, and daily call limits, along with per-member daily spending allowances on agency accounts. Together these are how a buyer controls both how many calls arrive and how much gets spent doing it.

Concurrency on a growing team

As a team adds agents, its real concurrency capacity grows with it, since more agents can each be on a separate call at the same time. This is different from raising a daily call limit, which controls total volume across a day rather than how many calls can be happening simultaneously. A growing team may eventually want to revisit both settings together, since staffing capacity and volume caps drift out of sync as headcount changes.

Caps as a cost control, separate from staffing

Even a team with plenty of staffing capacity may choose to cap volume or spend deliberately, for reasons unrelated to whether they could physically answer more calls. A daily call limit or a per-member spending allowance can be used simply to control cost predictably, keeping a campaign's spend inside a planned budget regardless of how much volume happens to be available on a given day. There is no universal right setting for either control; what fits depends on current staffing, how quickly your team wants to scale volume, and how tightly spend needs to be planned in advance.

• Calls are consistently reaching your daily limit early in the day.
• Agents are regularly juggling more simultaneous calls than feels manageable.
• Spend is hitting a per-member allowance before the day is over.

Common questions