Engage Voice | Configuring agent filtering

Agent filtering allows admins to reserve leads or customers to a specific agent for outbound dialing. In this article, we’ll discuss how to enable and configure agent filtering by reserving a lead for an agent. When that lead is called, the system will proritze connecting that lead to the agent you assigned. 
 
Before you can configure agent filtering, you need to make sure that your lead list is uploaded to your campaign. Lead lists are the lists of leads that you’ll compile, upload to the system, and assign to different campaigns for outbound dialing. For more information, visit Lists, loading, and logs overview.

You can enable agent filtering at the dial group level, via the Enable Agent Filter setting in the General configuration settings page. When the Enable Agent Filter option is enabled, the system will allow a lead with a reserved agent ID to be reserved for dialing only by the specified agent. Please note that this setting must be enabled first in order for the Reserve/Unreserve for Agent settings to function.

Enabling agent filtering

When assigning a reserved agent to a lead, the first thing you need to make sure of is that Enable Agent Filter is enabled in the Dial Group Information.
 
Follow these steps to enable agent filtering:
1. Navigate to Dialing > Campaigns via the left-hand navigation bar
2. Hover your mouse over the dial group and click the Edit group pencil icon at far right 
3. Check the Enable Agent Filter box
4. Check the Preview Dial Lead Search box
5. Configure the other dial group settings as desired. The settings you encounter in the General configuration page are listed in Managing a dial group
6. Click Save

Reserving a lead for an agent

Now that we’ve discussed how to enable agent filtering, let’s talk about how to reserve a lead for an agent. 
 
Follow these steps to to reserve a lead for an agent:
1. Navigate to Dialing > Leads via the left-hand navigation bar
2. Complete the Lead Search Criteria fields as desired. To learn more about these fields, visit Searching for leads via the Leads search
3. Click on View list button at the bottom right to open the Lead Search Results page
4. Locate a lead and click the Detail pencil and paper icon at the far right to open the Lead Detail modal window
5. Click on the Select Next Action dropdown at bottom left and select Reserve/Unreserve for Agent
6. Click Begin 
7. Select Set Reservation for Specific Agent under the Action dropdown menu in the Agent Reservation for 1 lead(s) window
8. Select the agent you want to reserve the lead for under the Agent Reservation dropdown
9. Click Set/Clear reservation

Clearing a lead reservation

Once you’ve reserved a lead for an agent, you can clear the reservation at any time. If you would like to clear or remove a lead reservation, follow the steps below:
1. Navigate to Dialing > Leads via the left nav bar
2. Complete the Lead Search Criteria fields as desired 
3. Click on View list at bottom right to open the Lead Search Results page
4. Select a lead and click the Detail pencil and paper icon at far right to open the Lead Detail page
5. Click on the Select Next Action dropdown at the bottom left corner and select Reserve/Unreserve for Agent
6. Click Begin
7. Select Clear Agent Reservations under the Action dropdown menu in the Agent Reservation for 1 lead(s) page
8. Click on the Set/Clear reservation button at bottom right

Assigning a reserved agent to multiple leads

While you can only reserve a lead for one agent at a time — meaning you can’t reserve a single lead for two or more agents — you can reserve multiple leads to one agent at a single time. To reserve multiple leads to one agent, follow these steps:
1. Navigate to Dialing > Leads via the left nav bar
2. Complete the Lead Search Criteria fields as desired 
3. Click on View list at the bottom right to open the Lead Search Results page
4. At top right, select Reserve/Unreserve for Agent in the Select Next Action dropdown menu
5. Select Set Reservation for Specific Agent under the Action dropdown menu
6. Select the agent name under the Agent Reservation dropdown
7. Click Set/Clear reservation
Clearing reserved agents from multiple leads at one time is similar to assigning them. Just follow the steps above, but instead of selecting Set Reservation for Specific Agent, select Clear Agent Reservations instead.
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