The agent finishes a call, writes it up, and the next one is already ringing.
No list to pick from, no lead quietly skipped.
Dial, Disposition, Next
Progressive dialing — one call at a time, in the order the
cadence says, so nobody cherry-picks the easy ones.
Every call is dispositioned. The console will not let a call be
abandoned without an outcome, which is what makes every number below trustworthy.
Follow-up books itself from the disposition — three dial
windows a day, weekdays, until there is a decision.
Speed to lead in seconds, not hours. A web lead lands and rings
while they are still on the page.
Click to dial from anywhere in the product, in the browser. No handset, no app.
And the Telephony Underneath It
Local presence pools — a lead in the 213 sees a 213 number,
from a pool you own rather than a shared pot somebody else has burned.
Number management, with spam flagging. Every number you own is
watched for a Spam Likely or Scam Likely label. A flagged number is
pulled from rotation automatically and rested, before it costs you a week of pickups.
Registered for caller ID, so your firm’s name shows instead of
the word Telemarketer.
Ring order you set — by skill, by language, by priority, in
waves. Nobody on lunch is rung.
Calling windows by the lead’s own state and time zone —
enforced, not advisory.
The Cadence Decides Who Is Next
Three dial windows a day, weekdays only, in the lead’s own state and time zone — morning, midday and evening, so you are not ringing the same person at the same hour four days running.
The board shows every window as dialed, open or missed, lead by lead. A lead going quiet is visible the same week rather than the next month.
A lead is claimed the moment an agent takes it, and the board says so. The claim expires in sixty seconds if the dial never happens, so nobody parks a list.
Reconnects get their own lane: a closed lead who rings back goes to the top, not into the archive.
When the Lead Rings You
Inbound rings in waves you set — by skill, by language, by priority — rather than everybody at once.
An agent whose browser has gone quiet is skipped, not rung. A phone nobody can answer is worse than no phone.
The caller’s whole history is on screen before the agent says hello: every previous call, text, disposition and note.
A missed inbound becomes a callback on the same cadence as everything else.
Texting, on the Same Desk
Two-way SMS and MMS sit on the lead beside the calls, in one thread.
An agent claims a conversation — three at a time, released after ten idle minutes — so two people never answer the same text.
Reply time is measured like any other response, and shows on the wallboard.
Templates per firm, and the same consent and suppression rules as a dial.
Nothing Leaves the Desk Undecided
The console will not release an answered call without an outcome, and that is enforced on the server rather than only in the browser.
An answered call with no outcome shows as wrap-up, live, with the agent’s name on it.
Recording, transcript and notes land on the lead by themselves.
Which is what makes every rate on the reporting page worth reading.
