What is the batch queue?
Every batch has a Queue tab — labelled Queue ({count}) on the batch detail page — listing one row per contact per call attempt. The tab describes itself accurately: “Per-contact planning items. The queue is the source of truth — calls are launched from here near execution.”
That last part matters. The scheduler doesn’t create all of a batch’s calls up front. Instead, each queue item is assigned a planned date and time, and the actual call is only created shortly before it’s due to dial. Everything you do in the queue — pausing, cancelling, screening, reprioritising — therefore takes effect before money is spent on a call, right up until the moment an item launches.
The queue updates in real time: as the planner assigns times, calls launch and results come back, rows change in front of you without a manual refresh. When a retry is due (for example after a voicemail or no-answer), it appears as a new queue item for the same contact with a higher attempt number — see Batch Calling Rules & Retries for the retry policies themselves.
Queue statuses
Each item carries a status pill. The tabs across the top of the queue — All, Planned, Launched, Completed, Suppressed, Pending, Failed — show a live count for each and filter the view with one click.Attempts
The Att column shows the attempt number for each item. First attempts show1; retries are highlighted as ×2, ×3 and so on. Retry items also carry an earliest-eligible time from the retry policy’s delay — the planner won’t schedule them before it.
Three ways to view the queue
A segmented control at the top right switches between three views. Your current search, filters and status tab apply to all of them.- Table — the full working view. Columns: Scheduled (time and day, or “Unscheduled”), Contact (name and phone number), List, Script (shows “Batch default” when no per-contact override applies), Pri (priority), Status, Screen (screening verdict) and Att (attempt number). A checkbox column on the left drives the bulk actions, and a padlock icon appears beside items that are locked in place.
- By day — items grouped into one card per scheduled day (plus an “Unscheduled” group), each with an item count. Useful for sanity-checking how the planner has spread the batch across your calling window — see Batch Scheduling & Pacing for how those days are chosen.
- Kanban — five columns (Pending, Planned, Launched, Completed, Suppressed) with a card per contact, so you can watch work flow left to right while a batch runs.
Searching, filtering and sorting
The queue uses the same filter header as the other table pages:- Search matches contact name or phone number.
- Filters can be combined across these columns: Contact, Phone, List, Script, DNCR (Clear / Pending / Blocked / Override / Unknown / Error), Scheduled (date range), Lock (Locked / Unlocked) and Attempts (number).
- Sorts are available on the same columns, and a count line shows “
{n}of{total}contacts” whenever a filter is active.
Bulk actions
Tick individual rows, or the header checkbox to select everything currently visible, then use the four buttons above the table. Each button reports how many items it changed and how many it skipped (items that were in a state the action doesn’t apply to).
Two things to know about timing:
- There is a point of no return. Once the dialler has claimed a call it is committed to dialling; Pause and Cancel deliberately leave it alone rather than drop a call mid-dial, and count it as skipped. Act while items are still Pending or Planned for guaranteed effect.
- Every action triggers a replan. After a pause, resume, cancel or screen, the scheduler rebuilds the affected part of the plan so remaining items keep sensible times. You can also force this any time with the Replan button in the batch header.
Locked items
The amber padlock in the Scheduled column (and on Kanban cards) marks a locked item. The planner treats locked items as fixed: it never moves their time, releases their slot or re-suppresses them during a replan. Items become locked when you pause them individually with the bulk Pause action, and the same lock is applied to any call a whole-batch Pause Scheduler pulls back mid-launch — the lock is what guarantees they stay put until you decide otherwise, and resuming removes it. You can filter the queue to locked items with the Lock filter. Finer per-item controls — pinning a single contact to an exact date and time, editing an individual item’s priority, or unscheduling one row without pausing it — are coming soon to the queue view.Priority
The Pri column shows two numbers,list.contact — for example 1.3 means list priority 1, contact priority 3. Lower numbers dial first:
- List priority comes from the Priority you set on each source list in the batch’s Settings tab.
- Contact priority is assigned automatically as each contact enters the batch’s queue — you don’t set it directly.
Screening and suppression
The Screen column shows each contact’s consolidated screening verdict:
Verdicts age out: after the recheck period (30 days by default) a contact is screened again before any further attempt. The separate DNCR filter reflects the contact’s latest Do Not Call Register wash result specifically — see DNCR Washing.
When an item is held rather than dialled, the platform stores why internally — a pause, an unschedule, a cancellation, an inbound return, or a screening block — but doesn’t yet surface that reason as a label in the queue view. Use the Status and Screen columns instead: a Blocked or Error verdict holds the item back from dialling for as long as it applies, without cancelling it outright. See Batch Screening Gates.
CSV export
The download button in the queue’s filter header exports the rows currently matching your tab, filters and search — filter first, then export — to a file namedbatch-queue.csv with these columns:
Audit trail
Every change to a batch’s schedule and queue is recorded as an audit event: plans and replans, scheduler pauses and resumes, bulk pauses, resumes and cancellations (with counts and the affected items), screening runs and their results, priority and schedule changes, and script changes — each with who performed it and when. The dialler adds its own events automatically as items launch, finish, retry and are superseded by inbound calls. The audit trail isn’t yet visible in the app. Speak to the Voxworks team for further custom configuration.Next Steps
- Batch Scheduling & Pacing — how queue items are assigned days and times: business hours, caps and ramp profiles.
- Batch Calling Rules & Retries — the per-outcome retry policies that create repeat queue items, and Cancel on inbound.
- Batch Screening Gates — the DNCR, opt-out and previously-called gates behind the Screen column.
- Call Statuses & End Reasons — what happens to an item’s call after it launches.