Dynamic Dial Lists
In Connect, if the dynamic Dial Lists feature is available for your account, Dial Lists can be static or dynamic. Connect determines whether a Dial List is static or dynamic based on the method you use to create the list.
If the dynamic Dial Lists feature is enabled for your account:
When you create a Dial List using a filter, the Dial List is dynamic. For information about creating a Dial List using a filter, see Creating Dial Lists from a filter.
When you create a Dial List from a report, the Dial List will be static unless you can make it dynamic by subscribing to the source report. For information about making a Dial List from a report dynamic, see Creating a Dial List from a report.
Using any other method (from a list view or uploaded CSV file), or if the dynamic Dial Lists feature is not enabled for your account, Dial Lists are static.
Continuous mode in dynamic Dial Lists
Continuous mode ensures that high-priority records are discovered and made available to agents as quickly as possible. It is designed to complement the standard dial list refresh by focusing on recently created or updated records. Continuous mode can be enabled for dial lists created from a filter as required.
When an agent requests the next dial entry, continuous mode checks for new or updated records since the most recent dial list refresh or the last time an agent accessed an entry—whichever is later. Continuous mode considers only newly created or updated records of the focus object type of the dial list; changes to related records are not included. (For information about focus object types, see Dial Lists and related records.)
To maintain efficiency, continuous mode selectively adds records to the dial list:
If the last refresh found records, continuous mode adds only records of higher priority than the lowest priority record from that refresh.
If no records were found in the last refresh, continuous mode adds any newly discovered records.
For dial lists with a high volume of pending calls, the standard refresh process ensures that lower-priority records become available once all high-priority records have been handled.
Handling large-scale changes
If a large number of high-priority records are created or updated in a short time in your Salesforce org (for example, through a bulk import), continuous mode may temporarily add more pending dial entries than usual. To prevent excessive growth, a hard limit is enforced. The next dial list refresh may then adjust the cache size based on the dial list’s configured settings.
For information about enabling continuous mode for dial lists, see Creating Dial Lists from a filter.
Dial Lists created using a filter
Static and dynamic lists created using a filter differ in the following ways:
Dynamic Dial Lists | Static Dial Lists |
|---|---|
When are calls created? | |
Connect creates no pending calls when creating the Dial List. When the first agent assigned to the Dial List requests details for a call, Connect creates a small number of pending calls. By default, this number is 20. You can configure how many pending calls Connect creates. For information about configuring this number, see Configuring dynamic Dial Lists. | Connect creates pending calls when creating Dial List. |
Will new data appear in the dial list? | |
Any new data that matches the criteria in the filter automatically appears in the Dial List. Connect updates each list after a short period of time, or when an agent runs out of pending calls to make. By default, the interval between updates is every five minutes. Connect performs the following tasks when updating a Dial List:
You can configure how often Connect allocates new pending calls to Dial Lists. For information about configuring this interval, see Configuring dynamic Dial Lists. | New data that matches the criteria in the filter will not appear in the Dial List. Because data in your Salesforce org is constantly changing, when you use static Dial Lists, the pending calls in the lists can become out of date. Using a dynamic Dial List ensures that the Dial List always contains the latest information. |
When are calls assigned to agents? | |
Connect assigns pending calls to agents when they request their next call. | Connect assigns the calls to agents when creating the Dial List. |
Dial Lists created from a report
Connect creates all pending calls when creating a Dial List from a report for both static and dynamic lists. The difference between static and dynamic lists is that you can trigger Connect to update a dynamic list from a report subscription.