Adding a Team is a very important part of the workflow of the application. It is designed to be done by anyone with responsibility for teams.
It is possible to create teams for days in the future and they will only become active on that day.

Note

By default the Teams view defaults to showing team records that are active today. To see team records for a different time period in the past or future, change the date in the filter at the top of the page.

Click on Add Team to create a new team.

An example is shown below:

Add Agents by clicking on Add a new Team Member
Remove Agents by clicking on the x on the top right corner of the Agent Profile Box.

Below the profile name, in the Work hours allocation field, you can change the default number of hours worked for agents.

Team Settings

Call Lists

Conditions a Pledge must meet before it is included in the dialler for the Team.
Call Lists can be prioritized by Tier and Weight.

Time Zone

This will default to the time zone of your account. You can adjust this if the team is in a different timezone

Active On

Choose the day or days the team will be active with this configuration.

The leads defined by the Call List will be served to the agents included in this Team on the days you specify here.

Note

Once all of these dates have passed the team document will be deactivated. This means that it will no longer trigger calls being served to agents.

Auto Dial

We recommend you set this option to Yes. This will allow the system to automatically dial the next number selected by the Call List once an agent has completed a call.

Allow Inbound Calls

Calls made to Pledges can be returned and answered. Allow this by selecting Yes.

Default Outbound Number

Choose to Cycle the available outbound numbers, pick a specific number, or Randomise the available outbound number.

Campaign for Unassigned Leads

The campaign chosen here will load any leads from the call lists that are not yet assigned to a Campaign. The Campaign chosen here can also be used to assign team hours to the Campaign.

Allow Calling of All Campaigns

Yes if multiple Campaigns will be called.

Call List Weighting and Prioritization

You can blend call lists together with a system of weights and tiers.

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.

Example

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 dice¹.

• 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.

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.

Example

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 dice¹ to choose from V and W (Tier 1).
If and when there are no leads in V nor W, the system will then 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 prioritized no matter what - by the most overdue first.

The next record that meets the conditions of the Call List is then chosen, as long as:

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, Do Not Call or Complete.

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 prioritized

To prioritize 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.

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1. 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. See Wikipedia’s Law of large numbers if in any doubt. The house always wins! ;) ↩↩