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Call List Weighting and Prioritisation

1. Weights

If you want to give priority to a call list, add a higher number in the 'Weight' box.

The higher the number, the more likely it is that a record from that call list will be picked by the autodialler; and the more likely it is that it will be served to an agent on the team as the Next Lead.

Let's say you have three call lists assigned to a team. You give:

  • Call List X a weighting of 1
  • Call List Y a weighting of 2
  • Call List Z a weighting of 5

Every time an agent on the team needs a new record, the system will roll an 8 sided dice*. 5 sides of the dice will be for Call List Z, 2 sides of the dice will be for Call List Y, and 1 side of the dice will be for Call List X. There's no limit to the number of sides (combined weighting value) you can have on the dice. Let's say the dice lands on one of the two sides for Call List Y. The system will choose a record from Call List Y.

2. Tiers

If you only want records from a call list to be included when other call lists are exhausted, add a higher number in the 'Tier' box.

Let's take the three call lists from above. You now want new Call Lists V and W (really high priority leads fed in via API) to be called before any of the other call lists. So you give:

  • Call List V a weighting of 1 and Tier 1

  • Call List W a weighting of 1 and Tier 1

  • Call List X a weighting of 1 and Tier 2

  • Call List Y a weighting of 2 and Tier 2
  • Call List Z a weighting of 5 and Tier 2

Every time an agent needs a new record, the system will throw a 2 sided dice to choose from V and W (Tier 1). If and when there are no leads in V nor W, the system will roll an 8 sided dice to choose from X,Y or Z (Tier 2)

How is a Record Chosen from a Call List?

Call Backs are always prioritised no matter what - by the most overdue first.

The newest record that meets the conditions of the Call List is then chosen (the one with the highest ID) as long as:

  1. It has not been called yet or it is in the Call Status of Pending. i.e. it is not in the status of Remove or Complete.
  2. The minimum time between calls has passed; and the maximum call attempts per day or the maximum call attempts per record has not been reached. You can set these per Campaign under Campaign > General Settings.

Scenarios

I have a really large call list and I want my callers to complete a certain number today before moving on to fresh records.

  • By default, newest records will be served until they're: completed, excluded (removed), set as call backs or restricted by minimum time between calls, max call attempts per day or per record. The 'certain number' will be determined by how many agents are calling and the minimum time between call settings. Also by the quality, good or bad i.e. how many are completed and removed.

I want to make sure that 'new face to face sign ups' / 'digital form sign ups' / 'leads coming via API' are prioritised

  • To prioritise one set of records over another, create a call list that includes priority records and give that call list a higher weighting. You can even give a call list a weighting of zero (0), so that records are only ever picked when there's no priority records available. This is great when you want to keep agents busy between fresh live leads. Choose 'Record Source' in the Call List Conditions.

I want to mix things up so that callers have some calls that are fresh and some that are a bit older.

  • There's many ways you can segment records, but let's say you want to mix up records that have been called a few times with records that haven't. You could do this two ways: 1. Set the minimum time between calls to a higher number or 2. Create two call lists with call attempts < n and > n. You can then assign them both to a team and adjust the weights.

Add a Team

  1. Add Agents by simply clicking on Add a new team member (click on the x on the top right corner to remove an agent if you make a mistake).Below the profile name, in the Work hours allocation field, set the default number of hours worked for agents.

  2. Configure the team:

  3. Call Lists select the call list(s) for the day, containing the leads to contact.

  4. The Campaign selected will be loaded as the form for the team that day
  5. The Timezone may be adjusted where necessary.
  6. The Active on is automatically the date of today. You can select multiple dates in the future, up to 14 days in advance.

  7. The Team Leader selected will have the results of this team added to their results as a Team Leader on the Team Leader page.

  8. Pressing Save changes will save the configuration.

If you create a team for multiple dates at once, you will be able to edit the team individually after. The teams created for multiple days are not linked to another.

/* Not an actual dice, obviously - but like dice throws, even though the selection of records is random, you will always get to an accurate distribution of records as calls are made https://en.wikipedia.org/wiki/Law_of_large_numbers. The house always wins! ;)