Should CALLBK leads not be placed in the hopper first?

[dspaan]

I have an outbound campaign which uses the setting Scheduled Callbacks Useronly Move Minutes = 60.
This means that once an agent does not call his/her useronly callback it is changed to an anyone callback and it changes to CALLBK status.

However what i've noticed is that those calls are not placed in the hopper first. Is this a bug or intentional? I did some tests by removing all dialable statuses except CALLBK and only the CALLBK leads remained in the hopper, so they are there but just not at the beginning. For us this does not make sense, you have a scheduled callback with a client, the agent who had this callback did not call the client, then it should go to another agent but instead now it ends up somewhere in the long list of leads and when calling with a small team this might mean the CALLBK is dialed days later then agreed with the client. I also tested with list order settings like DOWN and DOWNCOUNT.

What do i need to do to get these in the hopper first? List mix seems like overkill for this. Do i need to use Lead Recycle?

[mflorell]

That is actually the way the client we added it for wanted it.

As for it taking "days" to get through the leads in the hopper, what do you have your hopper level set to? How many calls do you place in a day? How many LIVE scheduled callbacks do you have at any given time?

[dspaan]

Hi Matt, this is a very small team of 3 agents calling about 3000 leads. The hopper level is set to 50. Is lead recycle a solution?

[dspaan]

Matt, the feature of changing the callbacks to CALLBK after X minutes, is that the client you are referring too?

Would it be possible to place CALLBK leads in the hopper first by creating a Lead Filters feature?

[dspaan]

Matt, any further advice on this?

[mflorell]

Yes, this was for a client, and that really has nothing to do with a filter.

[dspaan]

Is there another way to get these callbacks in the hopper first? I keep getting questions about this from several users. I wonder what the reasoning is behind this method. Could you point out this thread to your client?

[mflorell]

You could always do something like use List Order of RANK, and then populate all of the CALLBK leads with a rank of 999(using a crontab SQL container), then it would always put them in the hopper first.