Work Your Queue

How do I select the next lead to call?

Jeppe Liisberg avatar
Written by Jeppe Liisberg
Updated over a week ago

The Queue

To be productive, agents need to be confident that no lead is ever missed. Leads should present themselves in a way that your energy goes into the sales pitch, rather than into worrying about whether there was a better lead to call.

The Myphoner queueing system inspires that confidence. It prioritizes like this:

  1. Pick from scheduled leads if any, most due first or least due first depending on the selected algorithm.

  2. Otherwise, pick from unscheduled and new leads, optionally sorted by any attribute.

Further, locks and claims make sure that no two agents can call the same lead at the same time.

This ensures that leads scheduled for callback get shot to the top of the queue at the right time. It also ensures that leads that are being called right now or have been claimed by other agents are not picked, making it possible for multiple agents to work on the same list without the risk of clashing.

The Myphoner queue tab in the lead view. Upcoming calls are shown here in prioritized order.

The queueing works on a list-by-list basis, so when you are calling leads in one list, you'll only get leads queued from that list, until you change lists.

Queue Filters on Lead States

You can filter certain leads from your queues - useful if you for example want to focus on new leads for some time.

You can filter certain leads from your queues - useful if you for example want to focus on new leads for some time.

Myphoner provides a simple filtering mechanism for your queues. You can filter by

  • New leads - will include all new (untouched) leads from the list in your queue

  • Postponed and unscheduled leads - will make sure postponed leads (that were set for follow-up after some time) are included in the queue at the time their follow-up is due.

  • Scheduled leads - will make sure leads from the current list that were set for follow-up in exactly some time are included in the queue at the time their follow-up is due.

  • Scheduled leads from all your lists - will make sure leads from all your lists that were set for follow-up in exactly some time are included in the queue at the time their follow-up is due. Checking this will enable the Unified Queue to ensure that no important leads are forgotten from another list just because you have been working on a different list for some time. The reason it's not enabled by default is that it can be confusing when a lead from another context (another list) suddenly appears on screen because it's due - so in order to not surprise you, we want you to actively opt-in to this feature.

Please note that lead state filters are global, so once you have activated the filter, it affects all your queues in all views that rely on the queue. We will show you a warning and put the icon anywhere it affects your view.

Advanced Queue Filters

Advanced filters in Myphoner

Advanced filters in Myphoner

Using advanced filters you can filter the queue to show only leads that meet specific criteria based on the field data that is in the list. You can also sort by any field to prioritize leads you think has a better hit rate.

Please see Advanced Filters to understand the details of how they work.

Pro Tip: To create a permanent filter shared by multiple users as a separate list, check out Lead Segmentation.

The work dashboard

Start working your queue from the work dashboard.

Click on Work in the main menu to get to your work dashboard.

The work dashboard is your overview of the lists you can work on, ordered by the last worked.

To get started working a queue, click the call button on the list you want to work on. Then Myphoner will open the first lead in the queue of that list.

The ... button opens a context menu with more options for the list.

The Lead View

Viewing a lead in Myphoner.

The lead view is your primary working space and lead nurturing interface in Myphoner. This section will explain each part of the view in detail.

Pro Tip: Access the current lists' context menu from the highlighted submenu item to add a new lead to the list (and more).

Lead Information

Lead information in the lead view.

The lead information is the information you have configured to be shown in the list configuration.

The fields you have given a link type are clickable. Go ahead and click on the phone number and see if it launches your locally installed phone. If not, you might need to do some troubleshooting before you are ready to call.

Click the email link to send an email from your own email client. Your Myphoner Email Dropbox address will be inserted in the bcc field and thus record that email to the activity log in myphoner.

The list that the lead belongs to is also shown here, and if you have the access, you can move the lead to another list by clicking the arrow icon next to the list name.

Last but not least you can manually claim the lead if it is not already claimed. If you have already claimed the lead, this is where you can give it back. If the lead is claimed, information about who claimed it is shown here.

If a lead is claimed, you can only edit and action it if you have certain admin rights. If not, you'll be shown a warning and the lead will be disabled for you. This sometimes happens if you look at a lead coming from a search or a list view, that is not your queue. As long as you are working your queue, leads claimed by others will never be shown to you.

Lead information in the lead view.

Myphoner activates the voip phone (dialler) installed on your computer when you click a phone number, so you need one installed and ready to dial real phones.

You can find the complete guide on our Setting up telephony collection.

Lead Actions

Below the lead information, you find the comment field, follow-up selection and action buttons.

Comments: The comment field is for you to put any notes about the lead you might have when talking to the lead or after a call attempt. These comments will be added to the activity log once you press one of the action buttons.

Follow-up: The follow-up selection affects when you get to call back the lead and how you'll be notified about it.

Selecting after will simply postpone the lead and put it back in the top of the queue at the time of follow-up.

Selecting in exactly will prioritise the lead in the top of the queue when it is due, and send you an email notification* within a couple of minutes after it becomes due if you are not already looking at it. Leads scheduled for an exact followup is listed under the "Scheduled" submenu.

* In order to receive email notifications about due leads, you need to enable those in your notification preferences (enabled by default).

We recommend choosing in exactly for leads that you agreed on calling at a specific time and after for the rest.

Note: By default, we ignore follow-up times for anything but call backs. If you want to set a follow-up time for a winner or loser (which can be useful if they are later migrated), you must select a follow-up that is different from the default. Archived leads are never set for follow-up.

Pro Tip: You can customise default call back times from your preferences. Click the user icon to the upper right and choose "My Preferences", then "Working".

Action Buttons

When you press an action button, an event is created in the activity feed and you are immediately taken to the next lead in your queue.

The different lead actions you can choose between when finishing a call.

Hint: If you have changes to the lead itself, you should edit the lead before pressing any action button. You can safely open the edit tab and save the lead without loosing any comments you made in the comment field.

If you choose Call Back as your action, the lead will return to the end of your queue, unless you have chosen a time for follow-up from the drop-down, in which case the lead will be injected to the top of your queue at the time of call back you chose.

Hitting the Winner button will mark the lead as won and take it out of the queue. You can later export and/or move won leads to another list for further work.

Pro Tip: Make one list for each step in your pipeline. Mark leads as winner when they complete that step (e.g. Meeting Appointment made) and Migrate Leads Between Lists, setting their state to 'Call Back' to move them into the next step in your pipeline and re-inject them into the queue.

Set a follow-up time for winners, and they will be scheduled for that time after being migrated to the 'Call Back' state.

Note: Selecting a time for follow-up will not inject a won lead into the queue, but can be useful if the lead is later taken to another list and put back into either the Call Back or New state.

Use the Loser button when the lead has denied accepting your offer. You can always migrate losers to a "Follow up in six months"-list if you resist losing them for good.

Instead of deleting invalid or unusable leads, the Archive action hides them from your queue but keep them in the database, so we can detect and warn if they are ever imported again.

If you really want to delete one or more leads, you can first archive them (optionally by category), then move them to a new list using the migration tool and then delete that new list entirely, since leads will be deleted when the list they belong to is deleted.

Pro Tip: Enable segmentation of leads with categories and get more flexible migration and export options. See Configure a List.

Activity Feed

The lead activity feed shows call attempts for the lead and a log of events, newest on top.

The activity feed provides an overview of the activity for this lead. It makes lead tracking and nurturing easy as you can always see what happened recently as well as further back in time.

Most importantly, it shows you how many call attempts has been made since the lead was imported, created or last migrated to the New state.

Events in the feed are ordered so that the newest events are at the top.

You can edit or delete the comment for an event by clicking the icons below the event.

Warning: Deleting events will affect statistics and reports. Only do so if the event was a mistake!

Edit Lead

If you are adding information, or want to change it, open the 'Edit Lead'-tab and go ahead.

The lead is updated once you press Save and you can safely do so, even if you have started typing comments in the comments box above the action buttons.

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