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A single Dial List contains one or more calls that are assigned to one or more agents. You can create a Dial List in which Connect assigns calls on a first-come, first-served basis; assigned agents might not own the Salesforce records (contact, account, lead, and so on) to which the calls relate. Alternatively—if enabled for your account—you can create a single Dial List in which Connect assigns calls to agents who own the records to which the calls relate. For information about creating a Dial List in which calls are assigned to the agents that own the records that the calls represent, see Creating a single Dial List (record ownership).
Dial Lists created using a filter are either static or dynamic. For information about dynamic Dial Lists, see Dynamic Dial Lists.
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