What is a Dial List ?
A dial list is a feature commonly used in telephony systems, particularly within call centers and sales environments. It is essentially a list of phone numbers that are queued for automatic dialling by a telephony system. The purpose of a dial list is to streamline and automate the process of making outbound calls, increasing efficiency and productivity for agents.
Static vs Dynamic Dial Lists
Static dial lists have items that are manually added in, dynamic dial lists update when the list view gets updated (provided the max dial list items hasn't been met).
Scheduled Jobs Related to Dial Lists
There are two scheduled jobs related to dial lists, please review the Scheduled Job guide to understand how they work:
Dynamic Dial List Processor Scheduled Job
Dynamic Dial List Report Generator Scheduled Job
Reporting with Dial Lists
On the Call Reporting object, there are some fields can be used to identify calls that were dialled via a dial list:
Dialler Item - Link & name of the record being dialled
Dialler Object Name - Name of the record being dialled
Dialler Item Id - Id of the record being dialled
Dialler List - Link & name of the dial list
Dialler List Name - Name of the dial list
Other useful fields on the call reporting object for dial list reporting:
From Natterbox User - the user dialling
Time Ringing - time the user spent waiting to connect
Time Talking - time the user spent talking
From Call Type - whether the call was answered or not
These are the dial list reporting objects for reporting outside of the call reporting object:
Dial List
Dial Items
Dial Item Audits
There are many variations of these objects in different report types:
For examples of reporting with dial lists, see this guide.