In Connect, 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|
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 of pending calls. By default, this number is 20.
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 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 pending calls
- Update of modified pending calls
- Adding of new pending calls so that a total of 20, by default, pending calls are available for agents
You can configure how often Connect allocates new 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.
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your Salesforce org is constantly changing, when you use static Dial Lists, the pending calls in the lists can become out of date.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 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.|
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.