Advanced Training: Admin

Dynamic Dialer Initiatives

We mentioned previously that Dynamic Initiatives are "dynamic" because the records in the call queue are constantly changed and updated.

When implemented correctly, Dynamic Initiatives provide a huge strategic benefit. They can help insure that new Lead inquiries are being dialed in minutes, they aid reps in actively and consistently following up on Leads to make contact, and help agents target the best possible Leads for a given day and hour of the day.

Dynamic Initiatives are created with the Dialer Initiative tool in the Admin tab. You can choose to either create Lead record or Contact record initiatives, though in our experience the vast majority of organizations (95+ percent) use Lead-based initiatives exclusively.

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Initiative Queries

The most important element in creating effective Dynamic Initiatives is the search queries that control which names will appear in the queue.

By association, creating the right queries hinges on having a clear, effective strategy in place, and then executing it. If needed, review the database section of the help guide, and practice running advanced searches. Have your process flow chart handy, and keep in mind how the principles of data ownership, field types, and Boolean logic affect the database.

A "query" is just a fancy way of saying, "Searching through a database and finding a set of records based on specific criteria." You can create simple queries with only one or two criteria, or sophisticated queries with multiple criteria that all interact with each other—time of day, location of the record being called, the current record status, the number of times it has already been dialed, source of the Lead, or anything else you decide.

One key concept to keep in mind: queries are always tied to a specific block of time within your Initiative. Each time block could be envisioned as "the times agents' butts are actually in their seats making calls." If you create an Initiative with a single time block from 11 AM to 4 PM, then those are the times agents should be on the initiative making calls. If you have two blocks of time, from 8 AM to 11 AM, and from 2 PM to 5 PM, then from 11 to 2, agents couldn't make calls from the Initiative.

Breaking down Initiatives into time blocks and queries means makes it simple to establish calling strategies that update on the fly throughout the workday. For instance, from 8 AM to 11 AM you might want to call leads in New York, then from 11 AM to 2 PM you might want to call Chicago, then from 2 PM to 8 PM you might want to call nation-wide.

Even if you don't typically break down your call strategies by time (meaning, you just call anything you've got all day long), you'll still need to set up an Initiative time block—it'll just be a single, long block for the entire day.

Common Query Criteria

Over the years, we've found that most organizations focus on four to six key query criteria:

  • Age of the Lead, meaning, the newer the Lead, the higher the priority, and Leads that have just arrived (within 15 minutes) take top priority.
  • The original source of the Lead. Some Lead sources may be a higher priority than others.
  • The number of times the Lead has been dialed previously.
  • How long it's been since the Lead was last dialed.
  • The current contact status or call disposition (some statuses are higher priority).
  • The order Leads should be called (newest leads with the fewest number of dials should called first, for example).

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