Assigning work to users

Agents get connected to leads by the Dialer, which dials numbers from the playlists and queues you have set up. Agents will be able to get leads from any playlist and any queue that they are a member of and are not paused in.

Queue members

Agents can be members of Playlists in the General Leads queue, and members of other Queues as well. To add agents to Queues apart from General Leads, you would:

  1. From the Dashboard, click on Leads in the Manage section.
  2. Click on the Queue you want to add agents to. This will open the Edit Queue window.
  3. Select the Members tab if it is not already selected.
  4. Click on Add a queue member drop-down box and select the agents you want to add.

By assigning your agents to different Queues and Playlists and sorting them by Priority based on your company's Sales Process, you can ensure your Leads are taken care of in the exact order you want them to be. You can learn more about the Sales Process here.

How are leads dialed for agents?

The dialer will dial leads for each individual agent from the highest priority queue or playlist that agent is in. Once the highest priority queue or playlist no longer has leads available, the next highest priority queue or playlist will be dialed.

What are the priorities for the General Leads playlists?

Each playlist in the general leads queue has a priority ranging from Low (1) through Normal (5) to High (9). In the same way, each queue has a priority ranging from Very Low Priority to Very High Priority.

Where do I find my playlists?

From the Dashboard, click on "Leads" in the "Manage" section. Click on "General Leads". The playlists are found under the "Members" tab of the General Leads queue.
See the "Managing Campaigns - Assign leads" section of the help portal for more information on playlists.

Can I view a user’s callback files?

You can view a user's callback files by clicking on “Users” under the “Manage” section from the Dashboard. Next, double click on a user to open their profile. Below “Reset password to:” is a link to view that agent’s files. This opens another page displaying the user’s files. Click on a file to open and view the lead profile.
XenCALL also has a Callback Manager app to reassign leads to other agents which can be downloaded in the app garage on the client site (client.xencall.com).

What is a "second level queue"?

General Leads (the dialer) is the only first level queue. All other queues are called "second level."

How do I add a new queue?

From the Dashboard, click on "Shared Files" in the "My Account" section. Click on "Admin Files". Click on "Queues", then click on the green "+" sign. Lastly, click on "New Queue" and enter the name of the new queue.

One of my agents is not dialing and has been waiting for several minutes while all my other agents are dialing. What's going on?

Make sure that the agent which is not dialing is added to the playlist, or is not paused in that playlist.

How do I add an agent to a playlist?

From the Dashboard, click on "Leads" in the "Manage" section. Click on "General Leads". Find the playlist you want to add the agent to and click “Add a queue member”. Select the agent from the drop-down list.
See the "Managing Campaigns - Assign leads" section of the help portal for more information on playlists.

Can I select different dialer speeds for each playlist?

Yes. If you hover over the dialer speed next to a playlist, you can select which speed configuration is to be applied. The "Queue Default" is pertaining to whatever speed is set under "Queue Speed" in the "Configuration" tab to the right of the "Members" tab.