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Up next, at the top of Today, is your team’s calling queue. Work down it from the top.

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The queue

  1. Call now: new leads nobody has called, newest first. Speed matters most here, because the sooner a new lead is called the likelier you are to reach them.
  2. Callbacks: callbacks due today. Overdue ones go to the top.
  3. Try again: leads you’ve tried but not yet reached.
  4. Scheduled: callbacks booked for later days.

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Call next

After a call, Call {next lead} (⇧↵) and Log and next take you to the next lead. Call next works through Call now first, then Try again. It never picks a callback for you. A callback is a promise of a particular time, so you choose when to make it: from Callbacks on Today.

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Tries

A try is a call that didn’t reach the lead. Desk counts tries since the lead was last reached.
  • 3 a day. After three unanswered calls in one day, a lead can’t be called again until tomorrow.
  • 6 in all. After six tries without reaching them, Up next stops offering the lead. Its status reads “Tried 6 times · no answer”. You can still call it from its page.
Reaching the lead resets the count.

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Calling hours

Calls from Desk can be placed between 8am and 9pm.