Queue Management

Build call lists, configure auto-advance, and work through contacts with disposition tracking.

Queues let you work through a list of contacts systematically. The system tracks progress, records outcomes, handles retry logic, and can auto-advance to the next contact after each call.

Queue lifecycle

A queue moves through these states:

State	Description
idle	Queue is created but not started
active	Calls are being placed. Auto-advance moves to the next contact after each call.
paused	Current call continues, but no new calls are placed until you resume
completed	All contacts in the queue have been attempted
stopped	Queue was manually ended before all contacts were reached
error	Something went wrong (network failure, Twilio error)

Transitions: idle → active → paused ↔ active → completed or active/paused → stopped.

Starting a queue

From the home screen:

1. Select a list from the Select a list dropdown (these are opportunity record lists)
2. Configure your calling mode (single or parallel), assist mode, and caller ID
3. Click Open fullscreen workspace

The fullscreen workspace launches. The system dials the first contact and shows their information — name, company, phone number, timezone, last note, and attempt count.

Queue operations

Operation	Shortcut	What it does
Start	—	Begins the queue from the first contact
Pause	Space	Stops auto-advance. Current call continues.
Resume	Space	Continues from where you paused
Skip	S	Opens a skip reason modal, then advances to the next contact
End	E	Stops the queue and shows the session summary
Restart	—	Resets all contacts to pending and starts over

Skip reasons

When you skip a contact, a modal asks for the reason:

• Not interested
• Wrong number
• Voicemail
• Busy
• Callback requested
• DNC (Do Not Call)
• Custom (free text)

The skip reason is saved to the queue item record for reporting.

Queue settings

Open the settings modal by clicking the gear icon in the queue panel header. These settings control queue behavior for the current session:

Setting	Default	Description
Auto-advance	true	Automatically dial the next contact after the current call ends
Auto-advance delay	400ms	Wait time before dialing the next contact
Skip no-answer	false	Automatically skip contacts who don’t answer
Max attempts	3	Maximum times to attempt a contact before marking as exhausted
Call timeout	30s	How long to let the phone ring before giving up
Auto-skip voicemail	true	Skip contacts that go to voicemail
Voicemail skip delay	1000ms	Wait time before skipping a voicemail
Parallel dialing	false	Enable parallel dialing for this queue
Parallel max lines	3	How many contacts to dial simultaneously
Parallel cooldown	2000ms	Wait time between parallel batches when no one answers

Auto-advance and retry logic

When a call ends and auto-advance is enabled:

1. If auto-skip voicemail is on and the outcome was voicemail → skip immediately
2. If the contact has remaining attempts and the outcome was retriable (no-answer, busy, voicemail) → schedule a retry with exponential backoff
3. Otherwise → advance to the next contact after the configured delay

The auto-advance countdown appears in the queue panel. Click Cancel to stop it and stay on the current contact.

Call outcomes

After each call, log a disposition:

Outcome	Description
connected	Had a conversation with the contact
no-answer	Phone rang, no one picked up
voicemail	Reached voicemail
busy	Line was busy
wrong-number	Number doesn’t belong to the contact
callback-requested	Contact asked to be called back later
not-interested	Contact declined
qualified	Contact is a qualified lead
dnc	Contact requested Do Not Call — they’ll be excluded from future queues

Priority scoring

The queue engine doesn’t just go in list order. It scores each pending contact and picks the highest-scoring one to call next:

Factor	Weight	How it works
Attempt decay	100 - (attempts × 25)	Contacts with fewer attempts score higher
Time since last attempt	Up to 120 points	Longer gaps since last call score higher
Lead score	lead_score × 10	Higher-value leads are prioritized
Call hour proximity	Up to 24 points	Contacts closer to their preferred call hour score higher
Campaign priority	campaign_priority × 15	Higher-priority campaigns go first

The system also enforces timezone-aware calling hours and DNC windows. Contacts outside their callable window are skipped automatically using FOR UPDATE SKIP LOCKED to prevent concurrent agents from picking the same contact.

Cadence suppression

To prevent over-calling, the system tracks a per-contact attempt ledger (contact_attempt_ledger table):

Rule	Description
Minimum retry spacing	Enforces a cooldown between attempts to the same contact
Max attempts per day	Caps how many times a contact can be called in a single day
Max attempts per week	Caps weekly attempts per contact

Contacts that violate any of these rules are suppressed — they’re skipped in the queue until the window reopens. The selectNextCallableItem function wraps the priority scoring with cadence checks.

Deterministic retry policy

For no-answer calls, the system uses a deterministic retry strategy:

• Double-dial no-answer: if a contact doesn’t answer, the system can automatically retry once more before moving on
• Retry metadata is tracked on both the calls and queue_items tables
• The evaluateRetryPolicy() function determines whether to retry based on the outcome and attempt count

DNC filtering

Contacts on the Do Not Call list are automatically filtered out of the queue. The dncFilteredCount field on the queue shows how many contacts were excluded. If a contact requests DNC during a call, log the dnc outcome and they’ll be excluded from all future queues.

Queue progress

While a queue is running, the queue panel shows:

• Progress bar with percent complete
• Completed / Total count
• Current contact — name, company, phone, timezone, last note, attempt badge
• Next contact — preview of who’s coming up
• Auto-advance countdown — seconds until the next call, with a cancel button

Queue analytics

The queue analytics section (visible during and after a queue session) shows:

Metric	Description
Answer rate	Percentage of calls that connected
Average call duration	Mean duration of connected calls
Calls per hour	Throughput rate
Outcome breakdown	Bar chart showing count per outcome (connected, no-answer, voicemail, busy, etc.)

When the queue completes, a session summary appears with total calls, answer rate, total time, and an Export CSV button to download the full results.

Queue categories

Queues can be organized by category for filtering:

Category	Use case
leads	New inbound leads
customers	Existing customer outreach
prospects	Cold outbound
followup	Scheduled callbacks
campaigns	Marketing campaign lists
custom	Anything else

Next steps

• Parallel Dialing — dial multiple contacts simultaneously
• Run a Queue Campaign — end-to-end walkthrough