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Queue Algorithm

Implement account wide queue settings that work for your team

Written by Jeppe Liisberg
Updated over a week ago

Myphoner offers two queue algorithms that control how follow-up leads are prioritized: Next Best Lead and Most Due First. The algorithm is an account-wide setting that takes immediate effect.

Next Best Lead

The queue prioritizes leads based on their lead score (highest first). For leads with equal scores, the least overdue leads are prioritized.

This algorithm automatically de-prioritizes heavily-called leads (since the score decreases with call attempts) and surfaces leads with strong engagement signals like email opens and clicks. If you use manual lead scoring, agent ratings also influence which leads surface first.

Best for: Teams that want to focus on the most promising leads first.

Most Due First

The queue prioritizes leads that are most overdue. A lead scheduled for Monday will always appear before a lead scheduled for Tuesday when both are overdue.

Best for: Teams with strict follow-up SLAs where every lead must be contacted in order.

Queue Priority Order

Regardless of which algorithm you choose, the queue applies the following priority order:

  1. Locked leads -- leads already in your session always come first.

  2. New leads -- if "queue new leads before call-backs" is enabled on the list.

  3. Scheduled call-backs that are due -- exact-time call-backs that have passed their scheduled time.

  4. Postponed call-backs -- call-backs without an exact time that are overdue.

  5. All other callable leads -- sorted by the selected algorithm.

The algorithm only affects the ordering within each priority group. Locked leads and new leads (when enabled) always take precedence.

Changing the Setting

  1. Go to Manage -> Settings -> Workflow Settings.

  2. Under Queue Algorithm, select either Next Best Lead or Most Due First.

  3. Click Save.

Please Note:

  • The queue algorithm controls how your follow-ups are prioritised. Read more in our queueing guide.

  • Prioritising new leads is controlled on each individual list from the list configuration under "Queueing".

  • Users can also add filters to their queue and control sorting of unscheduled leads. The user queue settings are individual to each user.

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