Using Connect you can create a Dial List using a filter. The filter retrieves records from your Salesforce org. You can specify the order of the retrieved records. The order determines the order of the calls that the agents make. You can add up to 20 filter criteria.
...
A single Dial List in which Connect assigns calls to agents assigned to the list on a first-come, first-served basis. The agents might not own the Salesforce records (contact, account, lead, and so on) to which their assigned calls relate.
For information about creating single Dial Lists, see Creating a single Dial List (first-come, first-served).A single Dial List in which Connect assigns calls to agents who own the records that the calls represent. You must have this type of Dial List enabled for your account, along with the dynamic Dial Lists feature.
Note Agents must be assigned to the Dial List for Connect to assign calls to them. If a record retrieved by the filter does not have a corresponding owner assigned to the Dial List, the Dial List does not include a call for that record. For information about creating single Dial Lists in which Connect assigns calls to agents who own the records that the calls represent, see Creating a single Dial List (record ownership).
- Multiple Dial Lists in which Connect creates one Dial List for each applicable agent. Connect allocates calls to the Dial List of the corresponding record's owner. For information about creating multiple Dial Lists, see Creating multiple individual Dial Lists for agents.
...