Creating Dial Lists from a filter

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.

While you can add up to 20 filters, best practice is to keep the number of filters to a minimum. Include as much of the filter logic in the underlying object as possible. For example, you might want to create a Dial List for high value leads and a Dial List for low value leads. Perform the calculations for potential value within formula fields in the lead object. Use the value in the formula field to filter results when creating the Dial List.

Make sure agents assigned to a Dial List have the appropriate permissions to view (as minimum) records (contacts, accounts, leads, and so on) that the filter will retrieve.

Depending on which features are enabled for your account, you can create up to three different types of Dial Lists using a filter:

  • 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.

    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.

By default you can create Dial Lists of Contact, Lead, Case, Campaign Member, and Task types.

Dial Lists created using a filter are either static or dynamic. For information about dynamic Dial Lists, see Dynamic Dial Lists.

Before you or any assigned agents can use your Dial List, you must complete the following tasks:

  • Assign Dial Lists to agents. By default, Connect assigns all call records in static lists to you.
  • Activate the Dial List.

You can also edit filters (where applicable), change the priority of a Dial List, set permissible call times, and edit custom fields.

For information about these tasks, see Editing a Dial List.