Work Your Call Queue
My Queue holds the Lead Data assigned to you — open a record, read the script, choose a dial method, and record what happened when your role permits it. Callbacks come back to you automatically when they're due, so nothing you promised slips through.
In the web app, Dial offers Ring my mobile and available IVR numbers. Only admins and super admins can change disposition or log a call in the current web call workspace. Other users can review their queue and call history.
Entry pointCRM → Lead Data → My Queue
| Article summary | Details |
|---|---|
| Main outcome | Every assigned lead called and logged, with callbacks scheduled. |
| Roles | Assigned users can view the queue; admins and super admins can log calls in the web workspace. |
| Requires | Records assigned to you in a Live data set. |
Open My Queue
Open CRM → Lead Data → My Queue. In a focused role sidebar, Lead Data may appear directly. If your account is set up purely for calling, Brixi lands you here automatically when you sign in.
The queue lists records assigned to you across live data sets.
Read the Queue
Each row is one lead. Use the filter chips and search to focus:
| Filter | Shows |
|---|---|
| All | Every assigned lead. |
| Pending | Leads you haven't called yet. |
| Called | Leads you've already logged at least once. |
| Callback due | Leads whose scheduled callback time has arrived. |
Search by name or number to jump to a specific lead. The columns tell you where each lead stands:
| Column | Meaning |
|---|---|
| Lead | Name and phone number. |
| Attempts | How many times this lead has been called. |
| Last outcome | The result of the most recent call. |
| Callback | When a callback is scheduled. A 🔔 bell and amber text mean it's due now. |
Select any row to open the call workspace.
Start your day on the Callback due filter — those leads are expecting your call — then move to Pending.
The Call Workspace
Opening a lead brings up the call workspace, split into two halves.
Left — what you need to say and know:
- Call script — the script your manager linked to the data set. Read from it during the call. If none is linked, this is empty.
- Call history — every previous attempt on this lead, with its outcome and time.
Right — logging the call:
- Dial lets you choose Ring my mobile or an available IVR number.
- Below it is the Log this call panel you fill after the call.
Use the left side to stay on script and review prior attempts before dialing. Use the right side to place the call and log the result immediately after the conversation.
Log the Call
If you are an admin or super admin, record what happened in Log this call:
- Disposition (required) — pick the outcome (see the table below).
- Callback at — appears only when you choose Call Back. Pick a future date and time.
- Notes — optional context, next steps, or anything the next caller should know.
- Call feedback form — if your manager linked a feedback form and you marked the call Connected, the form appears here. Fill it in.
- Select Save call.
The attempt count goes up, the Last outcome updates, and the workspace closes. If you scheduled a callback, the lead reappears in your queue when it's due.
You must choose a disposition before saving. If you picked Call back later, a callback date and time are also required.
Call Outcomes (Dispositions)
| Disposition | Use it when | What happens |
|---|---|---|
| Connected | You reached the lead and spoke. | If a feedback form is linked, it opens for you to complete. |
| Did Not Pick | The call rang but nobody picked up. | Logged as an attempt; call again later. |
| Busy | The line was busy. | Logged as an attempt; call again later. |
| Incorrect / Invalid Number | The number does not belong to this lead or cannot be used. | Records the outcome for the team to review. |
| Call Back | The lead asked you to call back, or you agreed a time. | Requires a callback date/time; the lead returns to the due view at that time. |
Schedule and Handle Callbacks
When you choose Call Back and set a time, Brixi tracks it for you:
- The lead shows a Callback time in the queue.
- When that time arrives, the lead moves into the Callback due filter and shows a 🔔 bell in amber.
- Open it like any other lead, place the call, and log the new outcome.
This way you never have to keep a separate list of who to call back — the queue surfaces them at the right time.
Common Issues
| Issue | What to check |
|---|---|
| My queue is empty | You may have no records assigned yet, or the data set isn't Live. Ask your manager. |
| Save is blocked | Only admins and super admins can log calls on web. If you have access, choose a disposition and, for Call Back, set a callback date/time. |
| No script in the workspace | The data set has no linked script — that's a manager setup step, not an error. |
| No feedback form after a connected call | The data set has no feedback form linked, or the call wasn't marked Connected. |
| Dial fails | Check whether Ring my mobile can reach your phone or ask your admin to verify the configured IVR number. |
Contact your manager first if your queue is empty, a lead looks wrong, or a script or feedback form is missing — those are data set setup choices.
Contact Brixi support if a call won't save or the queue won't load. Include the lead's name or number, the disposition you chose, the expected result, the actual result, and a screenshot or error message.
Reporting Impact
Every call you log feeds the data set's Reports — your calls made, leads called, connections, and callbacks due all roll up under your name in Telecalling Reports.