Lists

Separating your leads into separate lists allows you to assign lists to different campaigns easily.

You can create new lists of contacts by uploading a Microsoft Excel or comma-separated value (CSV) file. You must create an import format in the Format Builder before uploading your lists.

• View Leads

• Count

• Last Call Date

• Campaign

• % Done

• Actions

• Active Overrides

• Active Status

• Inactive Status

• View Activity Log

•  View Call Backs

• Modify List

• Delete List

Upload File

Step 1. Click on the 'Upload File' button in the top right. The 'Upload File' page will appear, where you can upload your list file.

Step 2. To add a file, click on the ‘Add Files’ and browse the file you would like to upload or drag it to the designated area. You can upload multiple files at once. After you select a 'Campaign' and an 'Import Format', click on the 'Upload' to upload files. You will be redirected to the list's status page.

• Campaign

• Format

Please Note: The import format has to be created before uploading any list. Make sure to use the same exact format to ensure successful file uploads.

• Size

The size of the file.

• Status

The file upload progress status.

• Upload

Click on 'Upload'' at the bottom of the page to initiate file upload.

Lists Status

On this page, you can check the status of the uploaded list. There are four possible statuses: 'Queued', 'In Progress', 'Completed', and 'Failed'.

• Lead Count

The total number of leads in the List.

• Status

• Queued: the list has been queued for loading.
• In Progress: the list is currently being scrubbed and added to the system.
• Completed: the list was successfully included.
• Failed: the list was not added successfully.

• Date
  

The date when the list was uploaded.

• Actions

Click the icons corresponding to the feature you want to access:

• Activity Log: Click the icon to view a summary of events. Learn More About the Activity Log
• Reload List: Click the icon to refresh the page.
• Delete List: Click the icon to delete an entry. A confirmation screen will appear to confirm the deletion.

Please Note: You can also access the lead status page by clicking on the 'Lists Status' button.

Add Lead

You can add leads manually to an existing list by clicking on 'Add Lead'. Complete the required fields in the pop-up window and click ‘Create’ to proceed. You will see a confirmation once the Lead has been added successfully.

• First Name

• Last Name

• Phone Number

• Select Phone Type

• Select List

Lead Search

The 'Lead Search' page allows a user to search for call log entries based on defined criteria.

Step 1. Click on the 'Lead Search' to be redirected to the lead search page.

You will arrive at the following table with lead records and call logs associated with the records.

Step 2. Apply the available filters to narrow down your search results. Click 'Clear All' to reset all filters.

• Search by System Field

Use the system fields to filter the search results. You can search by phone number, account ID, name, and email address.

• Date Range

Select the desired date range.

• Lead Status

Search by lead status.

• User

Search by user.

• Outbound/Inbound

Search by the call type - inbound or outbound.

Search Results

You'll see the search results table with the call log data.

• Account ID

The account ID assigned to a lead. Click on it to open the account details tab on the right.

• Name

Lead's first name and last name.

• List

The list where the lead is assigned.

• Campaign

The campaign where the lead is assigned.

• Lead ID

The lead ID is automatically assigned by DCDial. Click on it to open the account details tab on the right.

• Last Call

The date and time when the lead was contacted.

• Call Type

This column indicates whether the call was an inbound or outbound call.

• Caller ID

• For inbound calls: The caller ID used for the inbound call.
• For outbound calls: The caller ID used for the outbound call.

• Duration

• Destination

• Status

• User

• Recordings

• Actions

• Add DNC: Click the icon to add the number to the DNC list. Choose the DNC list, update the phone number if needed, and click 'Add'.

•  Flag: Click on the icon to flag the lead. Once it's flagged, the icon will turn red . 

Account Details

When you click on the account ID or lead ID, the account details will appear in the right sidebar. The properties that appear in the sidebar will match the corresponding lead records in your DCDial account, including the default and custom fields you have created.

From the sidebar preview, you can switch to Lead Activity and access the full lead record.

Modify Leads

Click on to Modify the lead details page. You can make changes to the lead information except for the phone numbers. When done, click on 'Submit' to save any changes.

Extract Leads

You can create a new list by extracting leads from an existing list using the 'Extract Leads' feature.

Step 1. Click on the 'Extract Leads' button in the top right to begin. Complete the required fields in the pop-up window and click on 'Next' to continue.

• List Name

Enter a unique name.

• List Description

Enter a brief description.

• Select Campaign

Select a campaign where the list should be assigned.

• Reset Leads

Toggle to ON to reset the leads call count to 0.

Step 2. You can use this feature to narrow down the leads that you are going to extract from the original list by filtering the list based on the criteria presented below. When done, click 'Submit' to proceed.

• System Fields

Select one of the available options to apply the system field(s) as a lead filter.

• Operator

Once you select a system field value, you can find a subset within that field using the 'Operator and Value' inputs. You can choose from any of the following values:

• Equal: Use for an exact match.
• Not equal: Shows results that don’t have the value you enter.
• Greater than: Use when you want results that exceed the value you enter.
• Greater than or equal: Use for results that match or exceed the value you enter.
• Less than: Use for results that are less than the value you enter.
• Less than or equal: Use for results that match or are less than the value you enter.

• Value

• Actions

• List

Select a list from where you would like to extract the leads.

Step 3. Ensure that the leads have been extracted successfully.

Create List

Step 1. Click on the ‘Create List’ button on the top right to create a new List. Complete the required fields in the pop-up window and click ‘Create’ to proceed. You will see a confirmation once the List has been created successfully and you will be redirected to the list details page to complete the setup process.

• List Name

Enter a unique name.

• List Description

Enter a brief description.

• Select Campaign

Select a campaign where the list should be assigned.

Step 2. Configure the list settings on the list details page. When done, click on ‘Submit’ to save your changes.

• Campaign

The campaign where the list is assigned.

• Reset Times

The time at which the List is automatically reset daily. Resetting a list will reset the lead call attempts to 0. You can select two reset time slots per day.

• Latest List Events

This window displays the 'Change Date' and 'Call Date':

• Change Date: The most recent date and time the list was modified.
• Call Date: The most recent date and time leads in the list were contacted.

• Reset Leads

You can manually reset the leads by clicking on the ‘Reset Leads’ button. This will reset the dialing of the leads from the beginning of the list.

• Download Mobile Numbers

• Download List

View Leads

Step 1. Click on the 'View' button under the 'View Leads' column to quickly preview the leads in the list.

Step 2. Filter the leads using the system fields.

• Account ID

• Status

• Lead

• Last Agent

• Phone

• Type

• Time Zone

• Caller ID

• Last Call

• Actions

• Lead History: Click the icon to view the history of the lead. Learn More About the Lead History
• View Activity Log: Click the icon to view a summary of events. Learn More About the Activity Log
• Modify Lead: Click the icon to modify the lead. Learn More About Modifying Leads
• Delete Lead: Click the icon to delete the lead. A confirmation screen will appear to confirm the deletion.

Lead History

'Lead History' provides a detailed overview of all activities related to the lead. Click on the icon to access the lead history. 

• Account ID

The account ID of the lead

• List Name

The list where the lead is assigned.

• Call Count

The total number of call attempts for the lead.

• First Name

The lead's first name.

• Last Name

The lead's last name.

Account History

All call records related to the lead will be displayed in the 'Account History' tab. 

• Date/Time

The date and time of the call.

• Length

The duration of the call.

• Status

The status of the call.

• User

The user associated with the call.

• Campaign

The campaign associated with the call.

• Lead

The lead identification number.

• Hangup Reason

The reason the call was terminated.

• Phone

The phone number that was called.

Closer Records

Calls transferred by an agent to another agent or queue will be shown in this tab.

• Date/Time

The date and time of the call.

• Length

The duration of the call.

• Status

The outcome of the call.

• User

The user associated with the call.

• Campaign

The campaign associated with the call.

• Wait

The amount of wait time.

• Hangup Reason

The reason the call was terminated.

Agent Records

All the agent call logs related to the lead will be displayed in the 'Agent Records' tab.

• Date/Time

The date and time of the call.

• Campaign

The campaign associated with the call.

• User

The user associated with the call.

• Pause

The total length of time the agent was on 'Pause'.

• Wait

The total length of time the agent was on 'Wait'.

• Talk

The total length of time the agent was on 'Talk'.

• Disposition

The total length of time the agent spent on dispositioning the call.

• Status

The status of the agent or user.

• Team

The team assigned to the user.

• Sub Status

The sub-status of the agent or user.

Agent Recordings

The 'Agent Recordings' tab displays the call recordings for the leads. 

• Date/Time

The date and time the call was recorded.

• Lead

The lead identification number.

• Seconds

The duration of the recording.

• Rec ID

The recording identification number.

• File Name

The filename of the saved recording.

• Location

Listen to the recording by clicking the play and stop buttons

• User

The user associated with the call.

Delete Lead

Click the icon to delete a lead. You can choose to delete all leads associated with the account ID or only the selected lead.

• Lead: Delete only the selected lead.
• Account: Delete all leads associated with the same account ID.

Modify List

Click on the to modify the List.

List Overrides

You may override certain campaign settings using the 'List Overrides' feature.

• List Override

To activate the 'List Override' feature, turn it ON. To deactivate, turn it OFF.

• AMD Message

Select the answering machine message (AMD Message) that will override the campaign settings

• Agent Script

Select the 'Agent Script' that will override the campaign settings.

Please Note: If there are no options available, go to Create Script to add scripts.

• Campaign Caller ID

Select the 'Campaign Caller ID' that will override the campaign settings.

Please Note: If there are no options available, go to the Company Numbers to add Caller ID numbers.

• Drop Queue

Select the Drop Queue that will override the campaign settings.

List Details

• Statuses
  

• Status: The call status or outcome.
• Status Name: The full name or description of the status.
• Called: The number of leads with the corresponding status that have been called.
• Not Called: The number of leads with the corresponding status that have not been called.

• Time Zones

The 'Time Zones' tab displays how many leads have been ‘called’ and ‘not called' filtered by the time zone.

• GMT Offset Now (local time): The lead's time zone and local time.
• Called: The number of leads called within that timezone.
• Not Called: The number of leads that have not been called within that timezone.

• Phone Type

The 'Phone Type' tab displays how many leads have been ‘called’ and ‘not called' filtered by the phone type.

• Phone Type: The 'Phone Type' can be 'Home', 'Mobile', 'Work', or 'Other'.
• Called: The number of leads called with the corresponding 'Phone Type'.
• Not Called: The number of leads not called with the corresponding 'Phone Type'.

• Ranks

The 'Ranks' tab displays how many leads have been ‘called’ and ‘not called’ filtered by rank. The ranking per phone type can be set up in the Format Builder.

• Rank: The lead rank number.
• Called: The number of leads called with the corresponding rank.
• Not Called: The number of leads not called with the corresponding rank.

• Called Counts

The 'Called Counts' tab displays the number of leads called per status.

• Status: The call status or outcome.
• Status Name: The full name or description of the status.
• 0: The total number of call attempts for the status.
• Sub Total: The number of leads in the list with the corresponding status.