Settings & Compliance
Includes call caps, CPA targets, permissions, and reporting to keep operations compliant and efficient.
9 articles
- How to Configure Agency SettingsFollow the steps below to customize settings for your agency’s dialing experience.
- Intelligence Chat (Beta) — User GuideIntelligence Chat is an AI assistant that answers questions about your agency's dialer (and optionally policy) data using natural language. Here's how to use it during the Beta period.
- Blocking a Number End-to-End — The Complete DNC & Suppression GuideHow to stop a number from ever reaching your agency — across queues, agent direct lines, and personal blocks — in 4 steps.
- Complaint ManagementThis guide explains how to navigate Complaint Management, review complaint statuses, track resolution times, and create new complaint records using the four-step workflow.
- How to Unblock LeadsAdmins can remove leads from their suppression lists (Do Not Call/DNC, Suppression, Blocked Leads) so they are no longer prevented from entering queues.
- Guide to Dynamic Call Caps and CPA Targets in the EnrollHere DialerThis guide explains how call caps work, how CPA and close-rate thresholds interact, and how to configure settings to protect your budget while rewarding high-performing agents.
- How to Set Call Caps for Agencies, Queues, and Individual AgentsCall caps allow you to control call volume across your organization. You can apply limits at the agency, queue, or individual agent level.
- Why Do Call Metrics and Compliance Data Sometimes Show Discrepancies?
- Compliance Score OverrideManually adjust AI-generated compliance scores with documented justification — including how to handle skipped sections and out-of-scope calls.