Glossary · Term
A call cap limits total calls over a period; a concurrency cap limits how many calls a buyer is on simultaneously.
Definition
Both caps protect buyer relationships, but they solve different problems. A call cap manages absorption over time — a buyer that can handle 500 calls per day. A concurrency cap manages capacity in the moment — a buyer with only 12 available agents at any given time. Networks that only set one of the two overspill or under-utilize predictably.
Why it matters
Concurrency caps prevent the buyer's queue from backing up and causing abandoned calls that are still billable events; call caps prevent daily overrun that triggers payout renegotiation. Both need to be configured, monitored, and updated as the buyer's operation changes.
How it fails in practice
Only one cap is set because the platform defaults to the more prominent one. Concurrency runs unbounded, the buyer's queue overflows during peak, and the buyer disputes the resulting billed calls. Reconciliation then loses on the disputed volume.
Related terms
A 30-minute working session to map how this term shows up in your platforms, workflows, and reporting — and where it is currently exposed.