How to set PI caps & day-parting
The fastest way to waste PI budget is buying more transfers than you can answer. Caps + day-parting are the controls that protect intake and keep performance stable.
Start with seats, not spend
If you have 2 seats, don’t buy volume sized for 8. Your cap should be based on answer rate and average call time, not “how many you want.”
Seat count
How many intake staff can answer transfers in real time?
Answer rate
If answer rate is low, fix staffing/hours before you scale volume.
Call handling time
Longer calls mean fewer transfers per hour without overflow.
Caps: a simple ramp plan
A typical ramp is conservative on purpose. Example (adjust to your team):
- Week 1: daily cap = 3–5 transfers
- Week 2: increase only if answer rate + intake alignment stays stable
- Week 3+: scale in small steps, not jumps
Day-parting: run when intake is strongest
“All day” delivery windows can reduce routing alignment because staffing varies. Run transfers only during predictable, well-staffed blocks.
Buffer time reduces disputes
Many firms set a connected-call buffer time (often 30–120 seconds) to reduce instant hangups and misroutes. This should be part of your billable definition.
Match caps to case type
Some case types are naturally lower volume and more selective. If you want stricter programs (truck/commercial, medical malpractice), expect lower flow and tighter screening.
Request PI routing setup
Send states, intake hours (time zone), seats, and a starting cap. We’ll confirm routing fit and recommended controls.