Essentials: Dialer priority

Calls in Outbound by Enreach are prioritised on the type of Lead and the urgency of the call. The Dialer chooses what Lead to call next according to the following 3 different conditions, organised in order of their importance:

Lead Status
Lead Priority
Dial Back Time

Exceptions to the rules

Creating a new Lead to dial
Calling from My Redials

To read this guide in Danish, click here.

Rule 1: Lead Status

Calls are prioritised primarily on the Lead Status. This is a way of informing the Dialer which Leads need to be called more urgently than others:

Lost Incoming call- Dial-back Calls (Incoming Calls) - if activated
Blank call (Predictive Dialer)
Incoming calls and WebCallBack (Incoming calls)
VIP Private Redial - Overdue
VIP Private Redial - On Scheduled call back time
Private Redial - Overdue
Private Redial - On scheduled call back time
Common Redial - Overdue
Common Redial - On scheduled call back time
Automatic Redial
Unprocessed leads (10 and 11 will alternate if the following setting from Administration is enabled)

Rule 2: Lead Priority

For each Lead Status, Leads are prioritised depending on the Lead Priority, and whether the Lead is a Scheduled Redial.

While calls are made due to Lead Status, it is possible to change the Lead Priority within Leads that share the same status, allowing you to make distinctions on which calls should take priority.

Changes to Lead Priority is done either by uploading Leads with a Lead Priority in the CSV file, or manually changing a priority through Lead Admin.

The Outbound by Enreach system has an almost infinite number of priorities, but it is recommended to use priority 1-10, as this corresponds to Lead Priority Roles.

Please note that Lead Priority will not change the order from the Rule 1, Lead Status.

This means that a Private Redial will always be called before a common redial, no matter the Lead Priority.

However, Lead Priority will overwrite Dial back Time , discussed below.

Rule 3: Dial back time

As standard, Outbound by Enreach will call Leads with the most overdue dial back time, or Scheduled Redial time.

All Leads have a dial back time, which is the date and time that the Lead was uploaded.

So, for example, a Lead that was uploaded on 2021-04-27 10:05:33 will have the exact same dial back time.

If you upload 50 Leads on a Monday, and 50 Lead on a Tuesday, then the 50 Leads from Monday will be called before those that were uploaded on Tuesday.

The only way to change this is to upload the Leads with Lead Priority.

This also applies to Redials. Lets look at an example:

You have 2 Private Redials:

Lead a. Redial = 2021-04-27 10:05
Lead b. Redial = 2021-04-27 10:25

If the time is 2021-04-27 11:00, then Lead a. will be called before Lead b.

However!

If you assign each Lead with a Lead Priority, it will look like this:

Lead a. Redial = 2021-04-27 10:05 + Lead Priority: 10
Lead b. Redial = 2021-04-27 10:25 + Lead Priority: 1

If the time is 2021-04-27 11:00, then Lead b. will be called before Lead a.

Creating a New Lead to Dial

When using Create Lead to create a new Lead, and clicking Save and dial, there are two scenarios to consider:

In the queue

If there are Leads in the queue ready to be dialed by an Agent, then the newly created Lead will only be called after the following two types are called:

Incoming calls
Dial-back calls

After these calls are released by the Agent, then the newly created Lead will be available for calling.

Not in the queue

If there are no Leads in the queue, then the newly created call will be available for calling immediately.

Calling from My Redials

Private and VIP redials that are scheduled will automatically be added to the dial queue when an agent is on the Contact Page.

However, if an agent wants to control when they call a redial, they can click Add to queue from My Redials:

Calls added to the queue this way will be called in the order they are added, and once they have been called, the dialer will continue to call leads in the queue.

If you are calling a redial directly from My Redials, we do not recommend having the Contact Page open in another tab: Outbound performs best with only one Contact Page open!

The queue can be paused by clicking Stop after this Lead on the Contact Page.