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 Intro to lead lists
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.