Agent productivity is typically measured in terms of agent talk time.  Automated and predictive dialers take over much of the agent's manual activities and, with some pacing algorithms, such as predictive dialing, also automatically detect and disposition unsuccessful dial attempts without the involvement of an agent.  This allows the agent to spend the majority of their time in productive discussions with members of the targeted audience.  Productive agent talk time for predictive dialing operations is typically high, and may even be in excess of 50 minutes per hour.

With manual campaign dialing, the agent typically consults a list for the phone number and other relevant information to support the anticipated dialogue.  After going off hook to receive dial tone, the agent enters the phone number and waits for the response from the phone system.  If answered by the called party, the agent may then begin talking.  However, industry experience has shown that only 1 of every 3 dial attempts typically provides for a live caller, while the other attempts are unsuccessful with outcomes of busy, no answer, fax, unavailable number, etc.  (Your exact success rate will depend on your targeted audience and the quality of your call list.)  On an unsuccessful dial attempt, the agent then needs to determine how best to disposition the call, recording any information about whether, and when, to try again and how often.  None of this is productive talk time.  Productive agent talk time for a manual dialing operation is typically low, and may even be under 10 minutes per hour.