Auto Lead Recycle is a feature that automatically redials leads with specific statuses without having to reset your lists. Workflow Lead Recycle is an advanced form of Standard Lead Recycle.
With Workflow Lead Recycle, we now have the ability to set up multiple Delay Attempts per Call Count on each selected status. We can now place a shorter Delay on Leads with fewer Call Counts and longer Delay periods for Leads that were called many times, giving us more control over the timing for auto-recycling Leads.
Why does this matter?
Standard Lead Recycling will attempt calls again if you reset after the Delay is over, up to the Maximum Attempt Amount. It will remove the virtual Call Counts, but it will not remove the Leads under Attempts Seconds Delay under Lead Summary. The system still needs to wait to reach the Attempt Seconds Delay to dial again.
Workflow-based Lead Recycling will behave according to the Workflow, and resetting has no effect on which Workflow step is used - if you want to dial more than the maximum on the Workflow steps, you must add new Workflow steps (Call Count).
Setting up Campaign Workflow-Based Dialing
1.) Click the Call Center main menu.
2.) Click the Campaigns menu option.
The Show Campaigns page will open.
3.) Open your Campaign's settings by clicking the Name or selecting Settings from the Action gear-wheel drop-down.
The Campaign Settings page will open on the General tab.
4.) Click the Dispositions tab.
5.) Under Dialable Statuses, there are buttons for Standard and Workflow Dialing. Click Workflow.
Note: Activating Workflow mode will automatically deactivate the Standard mode. Whichever is highlighted or in green color is the one that is currently activated.
6.) Click the green + Add Dialable Dispostion button to add a Disposition.
A new entry will appear under the Dialable Disposition section.
7.) Configure your new Dialable Status.
- (A) Dialable Status: The drop-down in this column is for assigning your Dialable Status or Dispositions.
- (B) Attempt Second Delay: The fields in this column are for filling in the delays between your call counts.
- Call Count: Identifies the start and end call attempts for each delay.
- Delay Attempt: Defines the delay between call counts in Days, Hours, Minutes, and Seconds.
- For example: Pictured above, between the first and second call attempt is a ten-minute delay.
- (C) Hopper Priority: (Optional) This drop-down allows you to designate a Hopper Priority rating for each of your Call Count ranges.
- (D) Plus and Minus signs: These buttons allow you to add and remove Call Count ranges.
- (F) Action: This column contains a gear-wheel drop-down.
- Clone: allows you to clone Dial-able Dispositions to use as a base for new Dispositions.
- Delete: Removes the Dial-able Disposition.
8.) Use the + Add Dialable Dispositions green button to add more Dispositions as needed. Alternatively, Clone your existing Dispositions using the Clone Dial-able Dispositions drop-down and Clone button.
9.) Once all of your Dispositions are configured, scroll down and click the blue Apply Changes button.
Note: Once you enable the Campaign Workflow-Based Dialing, the reset button of the list will be disabled. Click on Disabling the Reset button of a list if Workflow Based Dialing is enabled for Campaign and List to know more.