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This means that new leads will be dialed after callbacks that have the same priority.

How priorities change

Over the life cycle of a lead its Priority will change as will its Callback date.

Every time a lead is called, its Callback Date will change and its priority may change.

Disposition Priorities

Each defined disposition has an associated priority. When an agent select a disposition at the end of a call, the disposition's priority will be used to update the leads priority. 

So essentially every call has the potential to change a leads priority.

Changing a disposition via the Call Editor or the Noojee API can also have the same results.

Client Approved Callbacks

Leads which become 'Client Approved' have special rules for their disposition. Leads reach this state if they are ever dispositioned with a disposition of type Client Approved Callback.

The special rule is that the leads priority can never have their priority lowered (where 1 is a high priority) once they are Client Approved.

A simple example:

Agent calls customer. Customer asks agent to call back tomorrow at 10am. Result, Lead becomes Client approved and priority set to 2.

At 10 am the agent calls the customer but the customer doesn't answer. The agent dispositions the lead with a 'No Answer' which would normally set the priority to 6, but because this is a Client Approved lead the priority remains at 2.

Changes to the Callback date

This one is fairly self explanatory. Ever time an agent calls a lead we set a new Callback Date on the lead.

Callback dates can also be changed by the Call Editor and the Noojee API and trickle feed.

Last In First Out

Noojee's dialer uses a Last In - First Out method for dialing.

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