Audiences

An audience is a saved question about your leads. “TechPOS prospects not called in 30 days.” “Grade A in Ontario who have never picked up.” Build it once, see how many people match, then turn it into a list you can dial.

It sits under Lists → Audiences, next to Search. All three answer the same question — which leads? — they just ask it differently:

• Search finds one person you already have in mind.
• A list is a fixed group someone put together.
• An audience is a rule. It re-runs every time you open it, so the count moves as calls land.

Who can use it

View audiences is on for agents by default — open one, read the rules, see the count. Build audiences (creating, editing, duplicating, archiving) is a separate tick-box in Team, because authoring one is really list setup. Turning an audience into a call list needs Create lists on top of that.

Building one

1. Lists → Audiences → New audience. Give it a name you’ll recognise in a month — the name is what everyone else sees on the index.

2. Choose all or any at the top: match leads where all of these are true (narrower) or where any of these are true (wider).

3. Click Add condition. Pick a field, pick a comparison, fill in the value. The comparison list changes to suit the field — text gets contains, dates get in the last (days), and so on.

4. Add more conditions. Use Add group when you need a bracket — for example grade A and (Ontario or Quebec). Groups can nest three levels deep; past that ColdDialr refuses the rules rather than guess.

5. Watch the count badge beside the logic dropdown, and the Matching leads table underneath. Both update about half a second after you stop typing.

6. Save audience when the count looks right.

What you can filter on

The fields come in three families, and the difference between the first two is worth knowing.

About the person

Anything on the lead record itself: first / last name, company, email, job title, industry, city, state / province, timezone, the five custom columns from your import, lead created, and their grade.

Plus their calling history: last called, total calls, last disposition, and ever connected (true / false).

These match whether or not the person is on a list at all — which is how you find prospects nobody has queued up yet.

About their place on a list

On list, client, status on list, grade on list, attempts on list, and callback booked for.

Conditions about a list all apply to the same list

Inside one group, on list = Spring Push and status = pending means pending on Spring Push — not “on Spring Push, and pending somewhere”. That’s almost always what you want, but it catches people out when a lead sits on four lists.

Tags

Has tag — is / is not / is any of / is none of.

The two grade fields

There are two, on purpose, and they answer different questions:

• Lead grade is the person’s own stored grade. It ignores per-list overrides, so it can find “grade A leads not on any list yet”.
• Grade on list (effective) is the grade the Dialer and Search actually use — the per-list override where one is set, the lead’s own grade otherwise.

If your audience count disagrees with what Search shows, this is usually why.

Fields that flatter themselves

City, state and timezone disagree with each other on a lot of imported rows, so filtering on them under-matches. And the stored timezone is not the timezone the Dialer uses — the Dialer works it out from the area code. The builder flags these fields with a warning where they appear.

Reading the count

The number in the badge is the number you’d get. Two things are always taken out before it’s shown, on every count, preview, export and list build:

• Archived leads.
• Anyone on your team’s DNC list, matched on the last 10 digits.

That’s why an audience count is usually smaller than the same filter in Search. Both are right: Search keeps showing DNC’d people because “is this person on DNC?” is a reason to search for them, while an audience count is a promise about a list you’re about to build, so it has to match.

You also only see through the lists you’re allowed to see. Owners and admins count the whole team; everyone else counts their own lists plus unassigned ones — unclaimed work is still work your team could pick up.

A count is never an error in disguise

If the rules can’t be evaluated, you get a red message, never a quiet “0 leads”. “Finish the condition to see the count” in grey means you’re mid-edit and nothing has gone wrong. If you see “These rules took too long to evaluate”, narrow them — a tighter first condition usually fixes it.

Matching leads

Under the builder is a live preview: the first 25 people who match, with name, company, phone, last called, last disposition, their status on each list, and tags. It’s a sanity check — if the rules are wrong, the wrong people show up here before you build anything.

Export CSV downloads the whole match set, not just the visible 25, with the same columns. Large audiences stream, so the download starts before the file is finished. If something breaks part way through, the file says so on its last line — a short file is never passed off as a complete one.

The export and the list builder both use what’s on screen right now, saved or not.

Turning an audience into a call list

The Create a call list from this audience card takes a snapshot of whoever matches at the moment you click, and turns them into a dialable list.

You choose:

• List name.
• Client — optional.
• Assign to — this does not inherit from the source lists. An audience can span many lists with different owners, so there’s no right answer to inherit; it’s unassigned unless you pick someone.
• Calling window in the lead’s local time, 9:00–17:00 by default.

Everyone lands on the new list as ready to call.

The snapshot is frozen

Editing the audience afterwards never changes a list already built from it. The Dialer needs members that hold still — attempts, strikes, callbacks and cascade position all live on the list membership. If you want the newer rules, build a new list.

When it’s done you’re taken to the list, with a message telling you how many prospects were added — and, if any matched but sat on the DNC list, how many were left out. That number was never in the badge; it’s said out loud so a smaller list than you expected has a stated reason.

Managing them

The Audiences index shows every saved audience with:

• A one-line summary of its rules.
• Last count — the number from the last time those rules were counted, with a timestamp. A dash means the rules have changed since anything was counted. It’s never recomputed just by opening the page, so treat it as a rough marker, not today’s truth.
• Who created it, and when it was last updated.

Each row has Open, Duplicate (handy for “same thing, different client”) and Archive.

Archiving is safe

Archiving an audience leaves every call list built from it completely untouched.