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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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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, if the dynamic Dial Lists feature is available for your account, Dial Lists can be static or dynamic. Connect determines whether a Dial List is static or dynamic based on the method you use to create the list.
If the dynamic Dial Lists feature is enabled for your account:
- When you create a Dial List using a filter, the Dial List is dynamic. For information about creating a Dial List using a filter, see Creating Dial Lists from a filter.
- When you create a Dial List from a report, you can make this list dynamic by subscribing to the source report. For information about making a Dial List from a report dynamic, see Creating a Dial List from a report.
Using any other method (from a list view or uploaded CSV file), or if the dynamic Dial Lists feature is not enabled for your account, Dial Lists are static. For information about creating a Dial List from a list view or CSV file, see Creating a Dial List from a list view or Creating a Dial List from a file upload.
Dial Lists created using a filter
Static and dynamic lists created using a filter differ in the following ways:
| Dynamic Dial Lists | Static Dial Lists |
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When are calls created? | |
Connect creates no pending calls when creating the Dial List. When the first agent assigned to the Dial List requests details for a call, Connect creates a small number | |
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of pending calls. By default, this number is 20 |
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. 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 creating Dial List. |
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 | |
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pending calls to make. By default, the interval between updates is every five minutes. Connect performs the following tasks when updating a Dial List:
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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. |
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You can configure how often Connect allocates new |
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pending calls to Dial Lists |
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this interval, 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.
Dial Lists created 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 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 a Dial List.
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Dial Lists have the following limits:
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New data that matches the criteria in the filter will not appear in the Dial List.
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When are calls assigned to agents? | ||
| Connect assigns pending calls to agents when they request their next call. | Connect assigns the calls to agents when creating the Dial List. | |
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Dial Lists created from a report
Connect creates all pending calls when creating a Dial List from a report for both static and dynamic lists. The difference between static and dynamic lists is that you can trigger Connect to update a dynamic list from a report subscription.