Instructions for setting up call queues:
Create a filter view to narrow down the leads you want to include in the call queue
Select all of the leads in the filter view and click "Add to call"
Choose to add to an existing call or create a new call
The call will follow you around the system and allow you to efficiently make calls and update lead statuses
Access the call settings to view the number of leads in the call, turn the call off, or create new calls
As you update the lead statuses, the leads will be removed from the call
When the call is exhausted, you have completed your task of calling all the leads in the queue
Video Transcript
All right, so I'm going to show you, Call Queues, how to use them, why they were built, how they make you a little more efficient if you're making multiple calls down a list.
So the first step is to create your view. Create your filter view. If you're going to add leads to call, you may want to filter by data form. You may want to filter by status of lead. You can filter by lead labels that are associated with your leads. You can filter by activity. You can filter by lists, labels that you've set in.
Once you have your leads that are associated with your filters and you may just want to add everyone to the lead. But once you're in your filter view you would come in. For instance, let's say I just want everyone from the data import to go to a call. So I can select my filter. I can close this and now I'm only seeing leads that are associated with my data import filter.
Now I want to throw all of these into a call, so that way I can be efficient at who I'm calling for the day. A lot of users will set up calls, multiple calls or just a list of people they know they have to call for that day. In this case, maybe I want all three of these to be in a call. I would go ahead and select all. If you have hundreds here, when you hit select all, it's selecting everybody in that filter view. Then I'm going to click on add to call.
When I click on that, I have an option of adding to existing or removing from the call. Then I can add a new call. So once you type your name, just hit add or remove. What that's doing is adding all your leads to your call. It's activating that call and you'll see on the right hand side, at the bottom, you have this call.
No matter where you go in the system, you have this call that just follows you around. You can also access your call settings. If you come over here in leads and then click on calls, you can see how many leads are in your call. Is it active? Maybe you have 10 different calls and you don't want all of them showing up here. You just want the one you're actually working on. You can click on it and turn it off. That doesn't remove the leads from the call, it just turns it off from showing up down here.
As you work through the system, this call shows up and why that's efficient. For instance, in the typical Canario, let's say I had a call with the Joker, Tim Drake, and Alfred. So I come into the Joker. I make a phone call, update my lead status. I do my activity. Then I have to hit back. My filters are still saved with me, right. So it continues to save. But now I need to remember that I just called the Joker. Maybe if they all have the same status, I can easily see that the status has changed. But it's still time-consuming to go back and forth. You can get confused of who you've called and who you haven't called, especially if you're doing high numbers with the call.
With a call, you don't have to worry about that. So for instance, if I'm here, I'm going to see that the Joker is the first name. I'm going to go ahead and click on it. So now I'm beside the Joker. I place my phone call, I do what I need to do, and I change the lead status to left voicemail.
So now the lead status is changed. What's happening on the background? This lead is actually being removed from the call. And so now in my call, if I go to the next person in line, which is Tim, the Joker is no longer there, right? And so same thing here. I can change a second option here, so now I can go into Alfred. And so now my call is progressively getting smaller because I'm updating the status.
So as long as you update the status of your lead, they're removed from the call. It just allows you to continue to go through all of your leads. And once your call is exhausted, you know you've done all the calling that you need to do for those leads or at least the activity they have assigned.
And then of course you can always add and create your call again. You can select all three and assign them to your existing call. Just because they got removed, you can reassign them if you like or create another filter list and add additional leads to your call. That way you can quickly go through all of your leads, update your status, and once this is exhausted and there are no more leads in it, then you're done with calling. You know you've completed that task.
