Engage Voice | Configuring agent filtering

Assigning a reserved agent to multiple leads

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.

Enabling agent filtering

Navigate to Dialing > Campaigns via the left-hand navigation bar.
Hover your mouse over the dial group and click the Edit group pencil icon at far right.
Check the Enable Agent Filter box.
Check the Preview Dial Lead Search box.
Configure the other dial group settings as desired. The settings you encounter in the General configuration page are listed in Creating a dial group.
Click Save.

Reserving a lead for an agent

Navigate to Dialing > Leads via the left-hand navigation bar.
Complete the Lead Search Criteria fields as desired. To learn more about these fields, visit Searching for leads via the Leads search.
Click on View list button at the bottom right to open the Lead Search Results page.
Locate a lead and click the Detail pencil and paper icon at the far right to open the Lead Detail popup window.
Click on the Select Next Action dropdown at bottom left and select Reserve/Unreserve for Agent.
Click Begin.
Select Set Reservation for Specific Agent under the Action dropdown menu in the Agent Reservation for 1 lead(s) window.
Select the agent you want to reserve the lead for under the Agent Reservation dropdown.
Click Set/Clear reservation.

Clearing a lead reservation

Navigate to Dialing > Leads via the left nav bar.
Complete the Lead Search Criteria fields as desired.
Click on View list at bottom right to open the Lead Search Results page.
Select a lead and click the Detail pencil and paper icon at far right to open the Lead Detail page.
Click on the Select Next Action dropdown at the bottom left corner and select Reserve/Unreserve for Agent.
Click Begin.
Select Clear Agent Reservations under the Action dropdown menu in the Agent Reservation for 1 lead(s) page.
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.

Navigate to Dialing > Leads via the left nav bar.
Complete the Lead Search Criteria fields as desired.
Click on View list at the bottom right to open the Lead Search Results page.
At top right, select Reserve/Unreserve for Agent in the Select Next Action dropdown menu.
Select Set Reservation for Specific Agent under the Action dropdown menu.
Select the agent name under the Agent Reservation dropdown.
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.

Engage Voice | Configuring agent filtering

Table of contents

Enabling agent filtering

Reserving a lead for an agent

Clearing a lead reservation

Assigning a reserved agent to multiple leads