Using Connect you can create a Dial List using a filter. The filter retrieves records from your Salesforce org. You can specify the order of the retrieved records. This The order determines the order of the calls that the agents make.Dial Lists created using a filter are either static or dynamic. For information about dynamic Dial Lists, see Dynamic Dial Lists.
Make sure that agents assigned to a Dial List have the appropriate permissions to access Salesforce objects records (contacts, accounts, leads, and so on) that the filter will retrieve.
You can create one single Dial List for multiple assigned agents, or multiple Dial Lists. If you chose to create multiple Dial Lists, Connect creates one Dial List for each applicable agent. Connect allocates calls to the Dial List of the corresponding record's owner. For information about creating single Dial Lists, see Creating a single Dial List. For information about creating multiple Dial Lists, see Creating multiple individual Dial Lists for agents.
Dial Lists created using a filter are either static or dynamic. For information about dynamic Dial Lists, see Dynamic Dial Lists.
| Insert excerpt | ||||||
|---|---|---|---|---|---|---|
|
...