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Changing the Lead Call Order

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Allen Jucay
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Here we will show you how to change your lead call order.  This can be vital to your campaigns.  By using the correct lead call order you can ensure that you are calling leads in the order of your choosing.  On a side note, the most common setting is Called Count Ascending.  This will bring your lowest call counts into the hopper first; a lead with a call count of 1 will enter the hopper before a lead with a call count of 10.  

Setting this correctly will definitely help admins in making the system priorities new leads and will help speed up agents wait time.

 

In Campaign settings, click on the Leads Tab and scroll down to Set Lead Calling Order.

 

Select the Leads Call Order.

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Secondary Lead order  - Is a secondary order of results from the Lead Call Order.

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Lead Call Order Options:

 

  • Lead ID:
    Ascending - prioritize Lower Lead ID over Higher Lead ID
    Descending - prioritize Higher Lead ID over Lover Lead ID
  • Main Number:  
    Ascending - prioritize phone numbers with the first digit closer to 0 over phone numbers closer to 9
    Descending - prioritize phone numbers with the first digit closer to 9 over phone numbers closer to 0
  • Last Name:
    Ascending - prioritize Last Names with the first letter closer to A over Last Names with the first letter closer to Z
    Descending - prioritize Last Names with the first letter closer to Z over Last Names with the first letter closer to A
  • Call Count:
    Leads called the least amount of times
    Leads called the most amount of times 
  • Zip Code:
    Ascending - prioritize Zip Codes with the first digit closer to 0 over Zip Codes closer to 9
    Descending - prioritize Zip Codes with the first digit closer to 9 over Zip Codes closer to 0
  • Last Called Time:
    Ascending -  prioritize oldest dialed leads 
    Descending - prioritize newest dialed leads
  • GMT:
    Ascending - prioritize leads located near Eastern Time
    Descending - prioritize leads located near Pacific Time
  • Every Nth New Lead - system will always insert a new lead every Nth time.
    (Note: for this lead call order, New Lead should NOT be included in Dialable Status see FAQ How to Set Up Lead Recycling in a Campaign)
  • Order Randomly - no logic will be applied. Hopper will load leads randomly.

 

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