Issue

The Dialer called a customer who was not supposed to be called.

Solution

To troubleshoot the issue, please perform the steps below.

Step 1: Check Call Records List

Go to the Call Records List report and check which group the customer was called from.

For more information, refer to the Call Records List Report article.

Step 2: Check Group Filters

Go to User Groups and check filters to understand how the lead passed the filters.

Please take a look at the User Groups section for more information.

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NOTE

Make sure to check if it's an assigned lead/personal callback - even if the lead isn't on the group filter, it will bypass it. This happens when a lead is assigned before the group filter changes.

Step 3: Check Test Lead Assignment

Use the Test lead assignment feature to verify that your lead belongs to only one user group.

Step 4: Contact Support

If you still have questions after performing steps 1, 2, and 3, please open a support ticket and attach call data samples (including phone numbers and timestamps).