Understanding the lead queue

Understanding the lead queue

The lead queue is the waiting list of a running campaign. It holds all assigned leads and determines the order in which Nexcal calls them. The queue is created at campaign start and is worked through continuously during the run.

How the queue works

Nexcal takes as many leads from the queue as your concurrency allows and places calls for them. As soon as a conversation ends and a result is available, the next waiting lead moves up. This keeps utilization stable without exceeding your plan-based concurrency limits.

States in the queue

A lead in the queue can be in different states:

• Waiting: the lead is ready to be called.
• Active call: a conversation is currently running for the lead. See active call.
• Completed: a result is available for the lead, such as a conversation, no answer or busy.
• Deferred: the lead is not being called right now, for example outside the calling window.

The overall lead status summarizes how a lead was processed in total.

Why the queue can pause

Processing rests when no calls are permitted. Common reasons are a closed calling window, a paused campaign or a capacity or usage limit that has been reached. If a lead stays uncalled, see why a lead was not called.

Hinweis: The lead queue belongs to exactly one campaign. The same contact can be processed separately in another campaign.

Related topics

• How Nexcal processes leads
• Lead status and processing result
• Pausing and resuming a campaign