Pending, active, completed and skipped calls

Owned by Helen Griffith
Last updated: Apr 06, 2020
2 min read

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:

  • The name and phone number or numbers of the person to call.
  • A URL to the corresponding record.
  • Who the call is assigned to, that is, the agent currently on the call or who previously made the call.
You might need to add fields to the page layouts to see this information in the calls.

Calls can be pending, active, completed or skipped.

In this page

Pending calls

Pending calls are calls that an agent has not yet requested. Pending calls become active when Connect pops the call to the agent.

Pending calls are represented by the Pending Dial Entry (VCCConnect__PendingDialEntry__c) Salesforce object.

Active calls

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 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.

Active calls are represented by the Active Dial Entry (VCCConnect__ActiveDialEntry__c) Salesforce object.

Completed and skipped calls

Completed and skipped calls are calls that an agent has made (and completed) or skipped, respectively.

Completed and skipped calls are represented by the Processed Dial Entry (VCCConnect__ProcessedDialEntry__c) Salesforce object.

Connect automatically skips some calls. If Connect encounters a record that meets the dial list filter criteria, but cannot be dialled by an agent, Connect does not present the agent with a corresponding call.

Instead, Connect creates a processed dial entry with no assigned agent and sets the entry's Outcome field (VCCConnect__Outcome__c) to indicate the reason the call was skipped.

This occurs for the following reasons:

  • The record has no phone numbers in the fields configured by the supervisor
  • The agent cannot access the record
  • The record has been deleted

Connect presents the agent with the next available call for a record that can be dialled.

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