...

Once your team catches up with the 'current' callbacks the dialer will automatically start working it's way back through the older callbacks.

At the simplest level when the dialer goes to select a lead it first selects the leads with the highest priority (where a priority of 1 is higher than a priority of 6).

...

How to prioritise New Leads

If you are using one of Noojee's API to directly inject leads into a Campaign you may actually want to prioritise New leads.

For example if you have a Web form through which an customer makes an enquiry then it would be great to call them whilst they are still on the website.

In this scenario Noojee's dialer is able (on average) to dial the customer back within about 30 seconds of the Customer clicking the enquiry button.

Of course you need to have enough agents available to handle the volume of web leads that your site generates.

In these cases you want New Leads to be handled as a priority.

To ensure these leads are dealt with rapidly you want to set new leads to a high priority and also set the callback date to 'now'.

In these cases you probably want to set your new leads with a priority of '1' and a callback date/time of 'now'.

Virtual Allocations

Now the fun begins. Virtual Allocations add in a whole new level of power and complexity.

See an overview of Virtual Allocations.

Virtual Allocations allow you to combine multiple allocations into a single uber Allocation.

When you combine multiple allocations, you must specify a 'ratio'. The ratio dictates what percentage of leads are taken from each allocation.

This essentially breaks prioritisation of leads in that each member Allocation is considered separately. Leads are pull from each Allocation based on their priority within their Allocation and then are sent to the dialer based on their Allocations ratio.

This means that you can be dialing very old leads coming out of one allocation while another member allocation has fresher leads.

You can overcome this to some extent by turning down the Ratio on the Allocation that you know has older leads.