Campaign Dialing Order: Overview

In Talkdesk Dialer™, the dialed records in a campaign are affected by some configurations.

Aspects that can affect the dialing order are:

  • The Record’s priority.
    • The Record is a Hot Lead.
  • The Record’s attempt (first, records without any attempt and, later, records based on the retry period).
  • The Dialing order is chosen by the Admin (this can be First In First Out or Last In First Out).
  • The record’s last updated date or created date, and its position on CSV file or bulk request. 

Below are more details about each criterion:

  • First sorting criteria: Record’s priority

The first records to be dialed will be the ones with higher priority.

In a scenario where there is a list with 100 records and 10 of those records have higher priority, these 10 records will be exhausted before moving to the other ones. This means that all high priority record attempts will be done before moving to the first attempt of the lower priority ones. 

Records with the same priority will follow the next sorting criteria. 

Note: For more details about adding the priority to the record list, please consult this article.

    • The record is a Hot lead

When you insert a single record via API, if the priority is not filled, by default, it is assumed as a hot lead. This is a concept related to extraordinary records meant to be dialed asap. So, these records are automatically classified with priority 11 and have higher priority. 

To insert a hot lead record in a list, you need to use the endpoint “record-lists-api /record-lists/{id}/records” and, then, insert a new record without the priority field.

When you add the record to the list, in the Dialer app, you see it  as priority 11 in the List > Records. 

Tip: Only use the hot leads when you want to add the record to a list assigned to a running campaign and during the calling hours. 

  • Second sorting criteria: Record’s attempts

If the records have the same priority, the second criteria will be calling records that have never been dialed before. After all the first attempts are done, then other attempts will take place based on the retry period per record.

The retry period is configured in the campaign, and it represents the minimum period the Dialer can dial, the exact dial time will depend on the number of records already queued by strongest priorities.

Note: If it's desirable to have retries with higher priority compared to initial attempts, we recommend configuring the retry period to be 10 minutes or less. This adjustment ensures that our Dialer system comprehends the urgency of the retries and adapts the retry logic to prioritize retry attempts over the initial ones.

  • Third sorting criteria: Last updated or uploaded date

The third criteria is the last updated or uploaded date. This will vary depending on the dialing order defined in the campaign (LIFO or FIFO).

  • FIFO (First In First Out): the dialer will dial the oldest records first, based on the last updated date.
  • LIFO (Last In First Out): the dialer will dial the newest records first, based on the last updated date.

Note: To know more details about configuring LIFO or FIFO in a campaign, please check this article.

  • Fourth sorting criteria: Position on CSV file or bulk request

When inserting records via bulk insert and CSV, all records will have the same create/update time, so this will help sort those records that have the same create/update time.

 

Note: In the majority of cases, Talkdesk Dialer will follow the sorting criteria presented. However, without guaranteeing it will follow these due to specific cases such as the low availability of agents in a campaign.

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