Callbacks & retries

Retry cadence by location

Each location sets its own cadence and attempt cap, so nobody calls a contact five times in an afternoon.

Contents
Also in Callbacks & retries
Scheduling a callback in local timeAttempt caps and holdsDeferrals and manager approval

A retry cadence is the schedule DialSplice follows after a touch does not connect. It is set per location as part of the versioned configuration, with an attempt cap and an SLA rule. Agents do not choose when the next attempt happens; the cadence does.

How a cadence reads

The Retry cadence card on the routing page shows the shape: “2h → 4h → next business day · cap 5 · deferral past 5:00 PM needs a manager”. Read it as:

  1. After the first unsuccessful attempt, the next is eligible two hours later.
  2. After the second, four hours later.
  3. After the third and beyond, the next business day.
  4. Stop after five attempts and hold the item for a manager.
  5. Any deferral that would land after 5:00 PM local needs approval.

Quiet hours and holidays still apply. If the cadence says two hours but that lands inside quiet hours, the preflight blocks the touch until the window opens.

Which dispositions advance the cadence

  • No answer and Voicemail advance to the next step.
  • Callback requested replaces the cadence step with the time the contact asked for.
  • Booked, Wrong number, and Do not contact end the cadence.

What you’ll see

  • Queue rows show the step, for example “attempt 3 of 5”.
  • The Follow-up & retry control card shows the cadence under Eligibility and fills one segment bar per attempt.
  • The routing page shows which revision the cadence belongs to, for example “Revision 14”.

Changing a cadence

Only admins change cadences, and only through a configuration revision. The change is previewed, approved, and activated, and it can be rolled back. Agents and managers see the new cadence on items created after activation; items already in flight keep their reserved attempt.

If something looks wrong

  • The next attempt is eligible sooner than expected. Check whether the item moved locations; a Coverage reassignment uses the receiving location’s cadence.
  • Two locations behave differently. That is by design. Each location has its own configuration.
  • A contact was skipped in the cadence. Look for a “Callback requested” disposition, which overrides the step.
  • Attempt caps and holds
  • Configuration revisions and rollback
  • Reading contactability preflight results
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