Before adding a Lead Pool List, please ensure that your organization has enabled the Lead Pool Session and Import Queue features. Otherwise, the Lead Pool section will not be available as Step 2 in the Add Records from Salesforce window, when uploading a report/call list from the Lists tab. 

The Sales Manager can add a Lead Pool List from Salesforce through the Lists tab and assign it to users for concurrent dialing. 

NOTE:

• You can upload only Public reports from from Salesforce, as Lead Pooling works only with Public reports.

• The users cannot delete the assigned Lead Pool List.

• You cannot edit the settings (Phone Field and Timezones) once the list is imported, as doing so would disrupt the dialing of current prospects. Managers should create new lists in Koncert if changes are needed.

• There is no maximum limit on the number of records for a Lead Pool list. Koncert processes batches of 2,000 records at a time to ensure continuous dialing.

• There is also no maximum limit on the number of prospects assigned to each user. However, it is recommended to limit each user to 200 records.

1. Go to the Lists tab in the Koncert portal.

2. Click on Add Lists » Add from Salesforce.

3. After the Add records from Salesforce window pops up, you can select the Folder and the Report under the Select Reports by Folder tab. The Refresh icon next to the Folder dropdown allows you to refresh your folders and reports.

or

You can search and select the report name directly from the Search a Report tab. 

The name of the selected report will be displayed in the Save Your List As field. Click Next to configure Lead Pool Settings.

4. Select the option This is a Lead Pool list to enable this list to be used for a Lead Pool session while uploading the list. If you do not select this, the list will be considered a normal call list and will not be available for selection for a Lead Pool Session.

Once you have selected the above option, the following fields will be enabled.

• Batch size of Prospects (Assign to a user each time) – Set the number of records to be assigned to each user at a time. For example, If your Lead Pool list contains 1000 records and the batch size is set to 200, then a batch of 200 records from the Lead Pool list will be equally allocated to the assigned users automatically.

• Retain Prospects for  – Specifies how long the records will remain in the assigned user's Dialing Session tab if they haven't been continuously worked on. After the specified number of hours, unprocessed records will be automatically moved from the Dialing Session tab to the Lead Pool list. This ensures that unused prospects can be reallocated to other users. For example, if you set Retain Prospects For to 4 hours, any records not dialed or contacted by the sales rep within 4 hours will be moved back to the Lead Pool list.

• Allow Overnight Reset – This option allows Koncert to automatically remove any records that have not been dialed and remain in the Dialing Session tab overnight. Users are required to upload the lead pool list again to dial the records on the next business day. By default this option will be selected.

• Assign By – It allows to assign Lead Pool Lists to either users or teams. Managers can choose either one of the below options:

• • Users: Upon selecting this option, Assign by Users will be available and you can select the users as needed. 

• • Teams: Upon selecting this option, Assign by Teams will be available and you can select the team to which the list will be assigned.

Once the team is selected, the Lead Pool List will be assigned to all users within that team.

After importing the list into the Lists tab, the Lead Pool List will be available or unavailable to users based on their addition or removal from the team under the Administration tab.

NOTE:

• When importing the same Salesforce list more than once as a Lead Pool List, even if imported by the same or different managers within the organization, an alert message will be displayed as shown below:

The managers can only re-import the Salesforce list if the existing Lead Pool List is archived or deleted.

• The Info icons display tooltips describing the respective fields when hovered over.

5. Click Next to configure List Settings for the Lead Pool list. The Details section will be enabled only for the Lead Pool List.

• Caller ID – Choose a Caller ID from the dropdown on how you want your prospect to see your phone number coming in. Defaults to Automated Local Presence. if needed, you can change it.

The available options are – Mapped Caller ID, Custom, and Random.

• • Automated Local Presence – This option provides local presence to the prospects. A pre-set pool of Caller IDs is added to the system and mapped to the area codes being dialed.

• • Custom – When selecting this option, the Caller IDs dropdown will be enabled and allows you to select Caller IDs. The selected Caller IDs will be displayed to the prospect. If you choose more than one, they will round-robin.

• • Random – When selecting this option, Koncert will randomly pick an Automated Local Presence Caller ID assigned.

NOTE: Please refer to the section Caller IDs for detailed information about Custom Caller IDs.

• Phone Field – By default, the phone columns selected under the Company Setup » Mandatory Phone Columns field will be displayed. If needed, you can change it.

• Voice Mail (optional) – Choose a default Voicemail from the dropdown that you wish to drop during the session. The selected voicemail will be displayed as default in the Settings Summary window as well as in the Call Disposition window when dialing the prospects. If needed, you can change it here. The VM Toggle in the Settings Summary will be automatically enabled if any of the voicemail is selected.

• Sort By – Select a column from the dropdown to sort the call list e.g. Contact Name. Also, it can be sorted either in Ascending or Descending order upon selection.

The Sort By dropdown list contains all the Standard and Custom fields by which the records can be sorted in the Session tab.

If you have selected No Sort from the dropdown, the records will be sorted in the exact order like how it was uploaded. Defaults to No Sort.

If you have selected the option Random, Koncert will randomly sort the records uploaded in the Dialing Session tab, not by any specific columns. Also, the Order dropdown (Ascending or Descending) next to that will be disabled.

NOTE: If you select Random as a sorting option, the records in the Dialing Session tab will keep sorting randomly each time when the session is started.

• Prospect time between – Select the preferred timings from the Prospect Time dropdown. Defaults to 9 AM to 5 PM, indicating the prospects available during this time will only be uploaded to and dialed. For instance, if one prospect is in Eastern Time and another is in Pacific Time, Koncert will automatically adjust the calling times to align with each prospect's local time based on the selected time range. This ensures that calls are made at optimal times for each prospect.

6. Click Save List to import the report into the Lists tab. A notification window saying ‘Your List has been saved successfully!’ will be displayed. Click the Close icon to close the window.

You can see the added List in your Lists tab, highlighted in ‘blue’. Also, the lead pool list will be uploaded to the respective team members’ Lists tab for dialing.

The Info icon is displayed next to the Lead Pool list name. Clicking this icon displays comprehensive details about the Lead Pool, enabling better lead management and decision-making.

• Total Prospects – Shows the total number of prospects in the Lead Pool List.

• Remaining Dialable Prospects – Indicates the number of prospects within the Lead Pool to be assigned.

• Batch Size of Prospects – Displays the number of records assigned to each user at one time, providing clarity on the distribution process.

• Retain Prospects for (Hours) – Specifies how long records will remain in the assigned user's Dialing Session tab if not actively worked on. Records that are not processed within this time frame will automatically return to the Lead Pool list.

• Non-Dialable Prospects – Shows the total number of prospects that cannot be dialed i.e. Do Not Call, Parking Lot or Invalid numbers. 

• Timezone – Displays the specific count of phone types categorized by US timezones (EST, PST, MST, CST and Toll Free).

• Assigned Users – Lists all users currently assigned to the Lead Pool list, offering a clear view of user assignments.

You can modify user assignments, batch size of prospects assigned to each user, enable or disable the overnight reset, or add or remove users/teams from the Lead Pool list even after the records have been imported by clicking the Edit icon when hovering over the list name.

All admins/managers with admin access in the organization can view and edit the Lead Pool List imported by other admins/managers within the organization.

• To add users/teams, select the users/teams in the List Settings window, and click Save to assign them to the Lead Pool list. The records in the list will be evenly distributed among all assigned users.

• To remove a user, click the icon and click Save to remove the user from the lead pool list. Once removed, any records previously assigned will be automatically removed from the Dialing Session tab.

When trying to remove a user who is currently dialing the list, an alert will be displayed as shown below:

Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.

NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.