# 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.)[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/scaled-1680-/nvYimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/nvYimage.png)
    
    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
        
        [![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/scaled-1680-/7mbimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/7mbimage.png)
        
        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.
    
    [![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/scaled-1680-/nDlimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/nDlimage.png)