Dialing got smarter this week, transfer and appointment configs got rebuilt, and the softphone now tells you which call you're actually dispositioning.

Smarter dialing for agent-first campaigns

Agent-first campaigns no longer lock you into one call per available agent. Ratios are dynamic now, so you can tune how hard a campaign dials against your active agents. Reps who go active stay busy instead of sitting between dials.

Set it under Campaigns > New Campaign. Full setup in the agent-first campaigns docs.

Transfer and appointment configs, rebuilt

We reworked how transfer destinations and appointment configs get set up. Settings that belong together now live together, the defaults make sense, and it takes fewer steps to get a campaign live.

See transfer destinations.

Policies, reporting, and your book of business

A batch of quality-of-life work on the policy table and reporting:

• Policy notes: attach a note to a specific policy, so reps see which one it belongs to when a customer has several.
• Editable carrier: change the carrier after a policy is created. Plans that sync without a resolvable carrier no longer show up under a placeholder name.
• Multi-select filters: pick several policy types and statuses at once (all MA and MAPD together). Carriers filter the same way.
• Carrier auto-fill: the carrier name populates from Plan Lookup instead of staying blank.
• Agent of record: reporting can include the agent of record name, per tenant.
• Default scope: records now default to the whole agency instead of just you, and the packed calendar view got a readability pass.
• Import assistant: handles shared and duplicate phone numbers, so a household on one line imports cleanly.

The softphone tells you what you're dispositioning

Wrap-up used to hand you a disposition prompt for a call that happened some number of minutes ago, with no context. Now it shows the call: customer name and number, transcript, duration, and direction. Pick the disposition without hunting for what it belongs to.