Basic Concepts

This section defines the core operational entities within Crocodial. Understanding these concepts is essential for configuring campaigns, managing operations, and interpreting system behavior.

An Agent is an end user responsible for handling outbound interactions with leads. Agents operate through the dialing interface and are the primary execution layer of campaigns.

Key attributes:

• Assigned to one or multiple campaigns

• Operates in specific states (Ready, Busy, Offline)

• Handles calls and records outcomes (dispositions)

• Performance measured via KPIs (talk time, conversion rate, etc.)

  A Campaign is a logical structure that organizes and controls outbound operations. It defines how, when, and to whom calls are made.

  Key components:

  • Assigned agents

  • Associated lists (leads)

  • Dialing mode and rules

  • Schedule and time windows

  • Performance tracking

    

    A Lead is an individual contact record that is targeted within a campaign. It contains the necessary information to

    initiate communication.

    Typical fields:

    • Phone number (mandatory)

    • Name

    • Custom attributes (e.g., account number, status, balance)

    • Interaction history
      

  Leads are loaded into lists that are identified by a unique ID. It is important to note that calls will be received automatically, with a notification, as long as the user is in Available status. Since each list is associated with its corresponding ID, it will be linked to the campaign that has been assigned to the user.