Viewing upcoming dial entries

You can use the dial list preview component in Lightning Experience to verify that the dial list you have created will produce the records that you expect and in the order that you expect.

Using the dial list preview

Start by opening the dial list record you would like to view. Then use the dial list preview to view up to the next 1000 records that will be available to agents working from this dial list.

The following columns are presented in the preview list:

Focus object. The record returned by the dial list
Popped record. The record that will be presented to the agent when the dial entry created for the focus object is assigned to the agent.
Filter fields. The preview displays the values of each field used by the dial list for filtering
Order fields. The preview displays the values of each field used by the dial list for ordering
Agents. When the dial list is a Single list for multiple users dial list, the agent who owns the focus object record is shown

Security and sharing

Sometimes the user viewing the dial list preview may not have the same access to objects and fields within Salesforce as the user who created the dial list.

In this situation, the dial list preview will not contain any entries.

The dial list preview component respects sharing rules within your organization and this may mean the objects presented in the preview are limited to those that the viewing user can view.

Displaying of IDs in the preview

When a dial list is created using an ID field for filtering, the name of the related record will be displayed instead of the ID in the Filter fields column in the preview. For example, filtering on AccountId will show the Account Name.

In some scenarios — in which the ID field could find more than one type of related record — the ID of the related record will be displayed in the Filter fields column in the preview. For example, a lead could be linked to a user or a queue. In this case, ID of the related record will be displayed.

Ordering by ID

When a dial list is created using an ID field for ordering, the ID of the related record, not the name, will always be displayed in the Order fields column in the preview.

Order of records in the preview

The dial entries in the preview list represents the order in which agents will work on upcoming dial entries. The entries are ordered as defined in the dial list in the Order By Fields section.

In some scenarios — when two or more records in the preview have the same values used for ordering — agents may be given dial entries to work in in a different order than what is displayed in the preview. For example, if Birthdate is used for ordering Contact A and Contact B and both records have the same Birthdate value, agents may be given either Contact A or Contact B first by Connect.