Introduction
Monitor all outbound calls and manage scheduled callbacks with these two essential tools.Call Logs
Every single outbound attempt, successful or not, complete with timestamps. Call logs show you:- Phone number dialed
- Date and time of the call attempt
- Call duration (if answered)
- Final status (Answered, Voicemail, Success, Unqualified, etc.)
- Cost of the call
- Agent used for the call
Using Call Logs
- Track campaign progress - See how many calls have been made
- Identify patterns - Find the best times to reach contacts
- Audit spending - Review costs across different campaigns
- Troubleshoot issues - Investigate failed calls or errors
Call Queue
Jobs waiting for:- A free concurrency slot - When you’ve hit your simultaneous call limit
- A scheduled send-time - Callbacks requested by customers for a specific time
Queue Management
You can pause, resume or cancel items whenever you like:- Pause - Temporarily hold a queued call
- Resume - Restart a paused call
- Cancel - Remove a call from the queue entirely
Common Queue Scenarios
High Volume CampaignsWhen running large outbound campaigns, calls queue up until concurrency slots open. The queue ensures calls go out as soon as capacity is available. Callback Requests
When a customer asks to be called back at a specific time, the call enters the queue and fires automatically at the scheduled moment. Rate Limiting
If you’re approaching your daily call limit or budget cap, calls queue up to stay within your thresholds.
Best Practices
- Monitor Queue Length - Long queues may indicate you need higher concurrency limits
- Check Scheduled Times - Ensure callback times match customer time zones
- Review Failed Calls - Investigate calls that error out repeatedly
- Adjust Concurrency - Increase limits during peak campaign periods
Next Steps
- Learn about Telephony Setup to manage concurrency limits
- Explore GoHighLevel Integration for advanced call handling