Data in your Salesforce org is constantly changing. In versions of Connect prior to version 3.5.0, when a supervisor created a Dial List, Connect created Dial Entries according to the Dial List's configuration. On creating these Dial Entries, Connect assigned each one to the agents who the supervisor had assigned to the Dial List. When the underlying Salesforce data changed in the background, the Dial List would no longer reflect that data. The Dial Entries would not represent the calls the agents needed to make.
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For example, if a supervisor configured a Dial List to contain Dial Entries corresponding to contacts living in the UK, sorted by last name. The Dial List would become unrepresentative under the following conditions:
- A new contact record is created. The contact lives in the UK. The Dial List is now missing a Dial Entry.
- An existing contact record is updated. The contact no longer lives in the UK. The Dial List now contains an obsolete Dial Entry corresponding to the contact record.
- An existing contact record is updated. The contact has changed their surname. The position (sort order) of the Dial Entry, corresponding to the contact, in the Dial List is now incorrect.
To keep the Dial Lists up to date, Connect recreated all of the Dial Entries in the list. Connect would recreate the Dial Entries when a supervisor refreshed the list manually, or on a schedule or automatically after a specific event.
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From version 3.5.0 and if enabled for your account, Connect processes Dial Lists differently:
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Connect you can create static or dynamic Dial Lists depending on the method you use to create the Dial List and whether the dynamic Dial Lists feature is enabled for your account.
Static and dynamic lists differ in the following ways:
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Connect creates no Dial Entries 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 Dial Entries. By default, this number is 20. |
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| When an agent runs out of Dial Entries to call, "No more calls" appears in Connect. If Salesforce data has changed in the background, for example if new records are added or the agent is assigned to a new list, Connect may have created new Dial Entries for the agent. The agent's new records appear either when the agent clicks Stop followed by Start in Connect, or when they refresh their browser window. |
You can configure how often Connect allocates new Dial Entries to Dial Lists and how many Dial Entries Connect creates. For information about configuring these parameters, see Configuring dynamic Dial Lists.
These changes apply to Dial Lists created using the Create New Dial List page. For information about creating Dial Lists using the Create New Dial List page, see Creating a Dial List.
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You can configure how many Dial Entries Connect creates. For information about configuring this number, see Configuring dynamic Dial Lists. | Connect creates Dial Entries when the Dial List is created. |
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 Dial Entries in that list to call. By default, the interval between updates is every five minutes. Connect performs the following tasks when updating a Dial List:
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You can configure how often Connect allocates new Dial Entries 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. |
| The Dial Entries are assigned to agents when they request their next call. | The calls are assigned to the agents when the Dial List is created. |
Because data in your Salesforce org is constantly changing, when you use static Dial Lists, the Dial Entries in the lists can become out of date. Using a dynamic Dial List ensures that the Dial List always contains the latest information. A change in the underlying Salesforce data, results in Connect updating the Dial List and any contained Dial Entries.
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.
Dial Lists have the following limits:
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Using any other method (from a view, report, or uploaded CSV file work in the same way as in previous versions. Connect creates all Dial Entries when the supervisor creates the Dial List, and assigns agents to these Dial Entries. These Dial Lists are static, and Connect does not allocate new Dial Entries to them. For ), 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 view, report or CSV file, see Creating a Dial List from a view, Creating a Dial List from a report and Uploading and Creating a Dial List .
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