Below you'll find the logic for all contactlist functionalities and how the agent will receive contacts in his/her view.
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When a contact list is created, every phone number created will be given a priority number. The priority number determines the calling order so that the phone number having the smallest priority number will be called first. Furthermore, if there are multiple phone numbers with the same priority number the oldest of them will be called first. Do note that the calling order is phone number based, not contact based. After a phone number has been called, it will be given the lowest priority within the current campaign, since the campaign can have several contact lists in use.
Numbers on a contact list will be given random priority by default, except if Keep list order is selected from the create contact list settings. If order is kept, the number calling priority will be exactly the same as on the Excel/CSV template used for importing the contact list. In this case if a contact would have four numbers, they would all have consecutive priorities.
Example of a non-mixed (Keep list order) list:
Here is the situation after the first call. The number 111 of contact A would have the lowest priority (largest priority number):
Mixing a contact list means that all numbers on the list will get a random priority number between 1 and [size of the list]. Mixing can be done during list creation by unchecking Keep list order or afterwards on Contact lists tab by clicking Shuffle calling order. For example if a contact list has 100 numbers, those numbers will get a random priority number between 1 and 100. More than one phone number can get the same priority number because of the way how random priorities are assigned. However the end result will still be the same: a mixed list.
Example of a mixed list:
If a campaign is using two or more contact lists, the calling logic will still stay the same. The number to be called is selected by the priority number. If the contact lists are of similar size, the calling order will be fairly evenly distributed between the contact lists. If the contact lists sizes vary a lot, the smaller sized list will get proportionally more calls in the beginning of the calling process. This can be prevented by reorganizing the contact lists. Reorganizing is typically done from the Campaigns tab on the admin UI. This tab has aReorder the contact lists of the campaign button which allows an admin to reorder the number calling priorities. Options for reordering are:
1. Shuffle all lists together
Similar to Mixing mentioned above.
2. Order by remaining call attempts
Prioritizes contacts so that the contact having the most call attempts left will get the highest priority. Contacts having the same amount of call attempts left will preserve their relative priority: the contact having higher priority before reordering will still have higher priority after reordering.
State means the priority of a contact. The contact having the smallest state means it has the highest priority and will be called first.
3. Order list by list
Reorders contacts according to a contact list order which can be altered on the user interface (UI). Contacts on the first contact list will get the highest priorities. Admin also has the option of preserving or mixing the phone number priorities within the contact lists by selecting Retain the original contact ordering in the contact lists or Shuffle the contact ordering in the contact lists from the radio buttons. If a contact list was shuffled before Retain the original contact ordering, it will still stay shuffled. Shuffling a shuffled contact list will reshuffle it.
Lists having original calling order:
- List A has 10 numbers (priority numbers 1,2,3...10)
- List B has 100 numbers (priority numbers 1,2,3...100)
Calling order will be approximately the following: A1,B1,A2,B2,A3,B3,...
After 20 calls every number on list A has been called. 90 percent of numbers on list B are still to-be-called. Numbers left on list A will called again after all the numbers on list B have been called.
Called and non-called lists:
- List A has 10 numbers and it has been called through once (priority numbers will be 11,12...20)
- New list B is attached to campaign and has 100 numbers (priority numbers will be 1,2,3...100)
First 10 numbers will come from list B, and then calls will come from both list A and B depending on priority number. Only the non-removed numbers on list A will be called again. After no more than 30 calls in total list A will have been called through and the rest of the numbers will come from list B. After both lists have been called through the priority numbers of list B will be between 101...220, and those of list A will be between 111...131.
- If a new list C, having 1000 numbers with priorities 1,2...1000, is attached to the campaign after calling through lists A and B
- First 100 calls will come from list C because the priority numbers on lists A and B are all greater than 100.
- The next 20 calls (starting from priority number 101) will come from lists B and C, because priorities of B start from 101.
- After the calling process reaches priority number 111, numbers start coming from list A as well. Now all three lists are giving numbers.
- After the calling process reaches priority number 132, calling list A is called through, and numbers come only from lists B and C.
- After the calling process reaches priority number 221, calling list B is also called through, and numbers come only from list C.
Reorganize: Shuffle all lists together:
- List A has 10 numbers (priority numbers given randomly between 1...110)
- List B has 100 numbers (priority numbers given randomly between 1...110)
Numbers come from both calling lists in random order: after half of the numbers in the campaign have been called, roughly 50% of the numbers on both calling lists will have been called.
Reorganize: Order by remaining call attempts
- List A has 10 numbers. Each number has 3 calling attempts left, except for one number which has 90 calling attempts left.
- List B has 100 numbers. Each number has 6 calling attempts left.
The number on list A having the most (90) calling attempts left will get first priority. Then the numbers having 6 calling attempts will get priorities from 2..102. The nine numbers on list A having the least (3) calling attempts left will get priorities from 103...112.
Reorganize: Order list by list:
- List A has 10 numbers (being first on the UI the list gets priority numbers between 1...10)
- List B has 100 numbers (being second on the UI the list gets priority numbers between 11...100)
First 10 numbers come strictly from list A. After that the calling will continue with list B.
- Examples in semi graphical mode in Excel sheets
Logic for selecting the number to be called is as follows:
- Number must still be on a contact list (has call attempts left and hasn't been removed by call a ending reason for example Deal)
- Number must be unreserved or reserved for the particular agent.
- Number must not be reserved for another agent (indicating that the number is currently on call by another agent)
- Number having the highest priority (smallest calling order number) will be chosen. If two or more numbers have the same priority, the oldest of those will be called next.
Waiting periods and calling time limits
Waiting periods and calling times also affect the way how contacts and numbers are picked from contact lists or if a contact list can be used at all. Below are described how access to contacts and numbers can be limited by time:
Contact list calling time:
Contact lists can be set with a calling time period from contact list settings or during creation phase. If time period is set, the list can only be called within this time period. Example:
- Contact list is set with a calling time period of 12:00 - 13:00. Agents will not get any contacts from this list except between 12:00 and 13:00.
Call ending reason calling time:
Similar time period as above can be set for call ending reasons. This can be done by using the call ending reason editor found in campaign settings or in global call ending reason settings. The setting takes effect through the last selected call ending reason of a phone number. Example:
- An agent calls to a contact having number 123123 and selects call ending reason with call time limit 12:00 - 13:00. The next call to this number of this particular contact can be called only between 12:00 and 13:00.
- An agent makes another call to the same number (of the same contact) within the time period and selects a reason without calling time limit. The next call will not be affected by any calling time limits because only the last call ending reason selected matters.
Campaign calling time restriction for unanswered calls:
A campaign can be set to have a calling time restriction for unanswered calls. This creates a restrictive time period based on calling time and setting value. Example:
- The setting has been set to 1 hour. Call is made to a number at 13:00 but there is no answer. That number can be only called outside time period 12:00 - 14:00 (13:00 +/- 1 hour) until it is answered. After the number gets a successful call, the restriction is removed.
Phone number waiting period:
Numbers can have number specific waiting periods, if corresponding settings are enabled for campaign or call ending reason. For example campaigns can be set to assign waiting periods for unanswered calls, repeated unanswered calls. Reasons can be set to assign waiting periods, waiting periods for repeated call ending reasons and also waiting periods to other numbers belonging to the same contact. Example:
- Campaign is set assign 24 hour waiting period for repeatedly unanswered calls.
- A call is made to a number but there is no answer. No waiting period is set
- A call is made to the same number (and same contact) but again there is no answer. 24 hour waiting period is set.
Other info titles
Other info titles are contact specific and can be customized. How a contact gets other info titles varies how contact is added to a contact list.
Import contact list
Contacts get customized other info titles from the contact list template, which are usually in English -> Finnish agent would see English other info titles. If other info titles are set as empty on the template, the contact will not get customized other info titles and thus values from language variant are used.
Add contact to contact list
This can be done for example by making a manual call and then adding a contact to contact list. In this case contact will always get customized other info titles from the language variant.
Move contact from one contact list to another
Contact will retain it´s customized other info titles.
An admin user can export contact lists in csv or xls format. Note that the export functionality has its limits when lists have more than 50000 contacts (varies based on amount of information within one contact card).
You add the calling rounds from the contact list upload option when uploading the contact list. From 1-999. If the contact list is already added, you can add manually rounds one by one from Admin-> contact list-> You will see a 1+ button.
Contact list weighting
Admins can set the weighting of contact list in the campaign editor.
- The default weight is 0 or empty in the UI.
- If there are 3 lists - A with weight 8, B with weight 4 and C without weight, the next contact is picked from A twice as likely as it's picked from B. C will always be the last choice.
- LeadDesk pre-calculates weights for calling lists when admin sets feature on.
- Pre-calculated weights can be changed by admin if wanted.
- How are weights calculated: if there are two lists with following attributes
- Amount of contacts: 100 in both lists
- Calling rounds left: list A 1 and list B 9
- The more calls are left in the contact list, the higher weight it gets
Remove duplicate numbers
Goes through contact's numbers and compares them to other contacts numbers on the same calling list.
- All the other contacts that have matching numbers, will have their matching numbers removed.
- When contacts number #2 is removed, the following (#3) number will take its place if it exists. #4 -> #3 and so on.
- If a contact is left with no numbers, the contact will be removed.
Filter out contacts that are already on selected calling lists Calling list
- Filtering options If contact has 4 phone numbers and one of the numbers will match a contact on existing calling list - contact will not be added
"Calling lists - add new - Add to existing calling list"
- IF you select "Remove duplicates" it WILL check duplicates from the existing list and the new list but NOTE that the phone number has to be in exact same form for this to recognize it
"Calling lists - contact management"
- "Remove contacts that are in the following contact lists" (by phone number or address)
- Select the same list to option "remove contacts that are in..." and to "target" list to remove contacts that are in the target calling list already