Versions Compared

Old Version 2

changes.mady.by.user Helen Griffith

Saved on

compared with

New Version Current

changes.mady.by.user Helen Griffith

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

In Connect you can create , if the dynamic Dial Lists feature is available for your account, Dial Lists can be static or dynamic Dial Lists depending . 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

...

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 ListsStatic Dial Lists

When are calls created?

Connect creates no

Dial Entries

pending calls when creating 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

of pending calls. By default, this number is 20.

You can configure how many

Dial Entries

pending calls Connect creates. For information about configuring this number, see Configuring dynamic Dial Lists.

Connect creates

Dial Entries

pending calls when

the

creating 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

Dial Entries in that list to call

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
entries
  • pending calls
  • Update of modified
entries
  • pending calls
  • Adding of new
entries
  • pending calls so that a total of 20, by default,
outstanding Dial Entries
  • pending calls are available for agents
to call

You can configure how often Connect allocates new

Dial Entries

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.

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.
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 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.

...


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.

Insert excerpt
_ExcerptRemoveAutoRefresh
_ExcerptRemoveAutoRefresh
nopaneltrue

Dial Lists created from a report

Connect creates all pending calls when 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 Creating a Dial List from a file upload. Insert excerpt_ExcerptRemoveAutoRefresh_ExcerptRemoveAutoRefreshnopaneltruereport 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.