Outbound ops
Decide who to call, when to call them and when not to: dialling hygiene, segments, cadences and who works each campaign.
Where to find it
Calls › Outbound ops
Open this screen
Steps
- Open Calls › Outbound ops.
- Choose a tab: Dialling hygiene, Segments, Cadences or Staffing.
- Read the figures and lists; admins and managers also get the add, save and remove controls on each tab.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Dialling hygiene | Silent calls, best hour to call, resting contacts, contacts back from nurture and days not to call. | — |
| Segments | Lists built from rules on the contact record, with a live count before saving. | — |
| Cadences | Planned sequences of touches over days, and the steps due now. | — |
| Staffing | Who works which campaign, and cloning a campaign's setup. | — |
Troubleshooting
I can see the lists but no add or save buttons.
Changing anything here needs the admin or manager role.
Tips
- Each tab has its own link (…/app/outbound-ops?tab=segments and so on), so a how-to can open the right tab.
Good to know
- Outbound calling still follows calling hours, consent and do-not-call rules; these tools only decide who and when.
Related how-tos
- Dialling hygiene: silent calls, best hour, resting contacts and days not to call Keep outbound calling from becoming a nuisance: watch silent calls, call at each contact's best hour, rest contacts instead of discarding them, and skip public holidays.
- Build a segment of contacts from rules Make a call list from rules on the contact record, see how many contacts it catches before saving, and keep it for a campaign.
- Plan a cadence of touches over days Plan a sequence of calls, SMS and e-mails over several days as a to-do list for your team, and mark each step done when somebody has done it.
- Assign agents to a campaign and clone a campaign Decide which colleagues work a campaign, and copy a campaign's setup without its contacts or results.
- Dialler ops Watch and tune one call campaign's dialling: pacing, connect and abandon rates, the work queue, retries, machine detection and the caller ID pool.
- Call campaigns Group your calling work: each campaign sells one product or service to one list, with a daily call target and its progress.