A Dial List is a list of calls relating to the underlying Salesforce records. These records are of the standard or custom object type on which the Dial List is based, such as contact, lead, or task. For more information about Dial Lists, see Dial Lists. Call records represent each call that an agent or agents must make or have made using Connect. A call contains the following information:
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Active calls are calls that agents have requested. Agents can choose to make the call or move on to the next call. Calls remain active while the call is in progress. When an agent has made a call and click clicked Next, Connect marks the call as completed. In preview mode, if an agent clicks Next without making the call, Connect marks the call as skipped.
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