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In Connect, depending on the method you use to create the Dial List and whether the dynamic Dial Lists feature is enabled for your account, you can create static or dynamic Dial Lists.

When you create a Dial List using a filter, if the dynamic Dial Lists feature is enabled for your account, the Dial List is dynamic. For information about creating a Dial List using a filter, see Creating Dial Lists from a filter.

Using any other method (from a list view, report, or uploaded CSV file), or if the dynamic Dial Lists feature is not enabled for your account, the Dial List is static. For information about creating a Dial List from a list view, report or CSV file, see Creating a Dial List from a list view, Creating a Dial List from a report and Creating a Dial List from a file upload.

Static and dynamic lists differ in the following ways:

Dynamic Dial ListsStatic Dial Lists

When are calls created?

Connect creates no pending calls when the Dial List is created. When the first agent assigned to the Dial List requests details for a call, Connect creates a small number of pending calls. By default, this number is 20.

You can configure how many pending calls Connect creates. For information about configuring this number, see Configuring dynamic Dial Lists.

Connect creates pending calls when the Dial List is created.

Will new data appear in the dial list?

Any new data that matches the criteria in the filter automatically appears in the Dial List.

Connect updates each list after a short period of time, or when an agent runs out of pending calls to make. By default, the interval between updates is every five minutes. Connect performs the following tasks when updating a Dial List:

  • Removal of stale pending calls
  • Update of modified pending calls
  • Adding of new pending calls so that a total of 20, by default, pending calls are available for agents

You can configure how often Connect allocates new pending calls to Dial Lists. For information about configuring this interval, see Configuring dynamic Dial Lists.

New data that matches the criteria in the filter will not appear in the Dial List.

Info

Because data in your Salesforce org is constantly changing, when you use static Dial Lists, the pending calls in the lists can become out of date. Using a dynamic Dial List ensures that the Dial List always contains the latest information.

When are calls assigned to agents?

Pending calls are assigned to agents when they request their next call.The calls are assigned to the agents when the Dial List is created.

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