Adversus users often encounter challenges when managing unprocessed leads and understanding callback prioritization. This guide provides actionable steps to address these issues effectively.
Overview of Lead Statuses and Callback Prioritization
In Adversus, callbacks are always prioritized over unprocessed leads. The prioritization order is as follows:
VIP callbacks
Private callbacks
Shared callbacks
Unprocessed leads and Redials as determined by the ”Lead order” in account settings.
This behavior is by design to ensure callbacks are handled promptly. However, there are ways to manage unprocessed and redial leads effectively while adhering to this prioritization.
Strategies can help limit callback prioritization
When setting up a strategy you can choose the if callbacks should be prioritized across campaigns. This does not overwrite the prioritizataion order as described above. But it does mean that even if the account has “Prioritize callbacks across campaigns” turned on, you can ensure that you don’t get callbacks on the strategy unless the callback is on the campaign you are actively calling.
So if you need your agents to call unprocessed leads over callbacks consider setting up a strategy for them and making them call through that.
Troubleshooting Common Issues
If callbacks and redials appear to take priority over unprocessed leads despite selecting "Unprocessed leads first," verify the following:
Check check what “Lead order” has been selected in the account settings.
Confirm whether "Prioritize callbacks across campaigns" is enabled.
Dialer Queue: The dialer preloads a queue of approximately 100 leads, which must be cleared before newly added leads are dialed. Understand that the dialer’s preloaded queue may delay dialing newly added leads.
By addressing these factors, you can optimize lead management and ensure unprocessed leads are handled efficiently.