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Overview

The Primary Lead Order and Secondary Lead Order are vital Campaign Settings. Together with the other Set Lead Calling Order settings, they give Admins more control over how their Leads are prioritized for contact.

Contents

Before You Begin

  • Primary and Secondary Lead Order are two of the seven settings in the Set Lead Calling Order section. 
  • This article is about configuring the standard Primary Lead Order setting. 

Configuring Lead Calling Order

1.) Click the Call Center main menu.

2.) Click the Campaigns menu option.

The Show Campaigns page will open.

Open Show Campaigns.png

3.) Open your Campaign's settings by clicking the Name or selecting Settings from the Action gear-wheel drop-down.

Open Campaign Settings.png

The Campaign Settings page will open on the General tab.

4.) Click the Leads tab.

Open Leads Tab - Campaigns.png

5.) On the Leads tab, scroll down to the Set Lead Calling Order section.

Primary and Secondary Lead Order - Campaign Settings.png

6.) Configure the Primary Lead Order: Determines in what order the Leads will be dialed when pulled from the Lists within the Campaign. 

Drop-down options:

  • Lead ID:
    Lead Created Least Recent: Ascending - prioritize lower Lead ID over higher Lead ID.
    Lead Created Most Recent: Descending - prioritize higher Lead ID over lower Lead ID.
  • Main Number: 
    Primary Number Smallest First: Ascending - prioritize phone numbers with the first digit closer to 0 over phone numbers closer to 9.
    Primary Number Largest First: 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: Ascending - prioritize Leads with the lowest Call Count.
    Leads called the most amount of times: Descending - prioritize Leads with the highest Call Count.
  • 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:
    Last Call Time Least Recent: Ascending -  prioritize oldest dialed leads 
    Last Call Time Most Recent: Descending - prioritize newest dialed leads
  • GMT:
    Follow the Sun East to West: Ascending - prioritize leads based on lower GMT Offset, based on the GMT Offset Now setting in the Leads table.
    Follow the Sun West to East: Descending - prioritize leads based on higher GMT Offset, 
  • based on the GMT Offset Now setting in the Leads table.
  • Every Nth New Lead:
    The system will insert a new lead every Nth time.
    Note: For this Lead call order, New Lead should NOT be included in Dialable Status see: Setting up Campaign Workflow-Based Dialing.
  • Order Randomly:
    No logic will be applied. Hopper will load Leads randomly.

7.) Configure the Secondary Lead Order:
After the Leads are pulled from the Lists in the Primary Lead Order, determine how the Leads will be ordered in the Hopper.

Drop-down options:

  • Lead ID:
    Lead Created Least Recent: Ascending - prioritize lower Lead ID over higher Lead ID.
    Lead Created Most Recent: Descending - prioritize higher Lead ID over lower Lead ID.
  • Last Called Time:
    Last Call Time Least Recent: Ascending -  prioritize oldest dialed leads 
    Last Call Time Most Recent: Descending - prioritize newest dialed leads
  • GMT:
    Follow the Sun East to West: Ascending - prioritize leads located near Eastern Time
    Follow the Sun West to East: Descending - prioritize leads located near Pacific Time
  • Call Count:
    Leads called the least amount of times: Ascending - prioritize Leads with the lowest Call Count.
    Leads called the most amount of times: Descending - prioritize Leads with the highest Call Count.

8.) Scroll to the Advanced Lead Filter section and click the Apply Changes button.

Apply Changes Leads tab - Campaigns.png

9.) See Understanding Campaign Lead Calling Order to learn more about the additional settings in Set Lead Calling Order and how to configure them.

 

 

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