What is a DICE queue?


A DICE queue is a calling list that shows intake agents the right intakes at the right time based on criteria you build. Structure the criteria based on the question answers and field values. Choose any relevant fields or questions and the value of those field or questions to determine the intake, matter, or client records that appear on a calling list.

Customize your queues to determine when and how frequently agents can call the cases on a DICE calling list. DICE queues ensure that your agents are calling the right leads at the right time, and following legal standards for follow-up calls.
 

When should you use DICE queues?


Administrators should build DICE queues when setting up a firm's intake process to ensure that different agents do not call the same potential case. Filter your cases for your agents at the beginning of the setup process.

Intake agents should use DICE queues to navigate to potential cases to increase efficiency and follow case-qualifying procedures.
 

This guide


For this example, we’ll build a queue that creates a call list of Florida automobile accident intakes, and let agents call or email them up to 5 times between 5 and 7 p.m., according to their local time zone.

Follow our example or create your own queue along with this guide. Review DICE best practices when building queues.
 

Starter DICE Queues


Follow this guide for more ideas for starter DICE calling lists..

 

Here's how:


1. Click the rtaImage__83_.pngbutton to the left of the toolbar to visit the App Launcher. Click Litify Setup

2. On the toolbar, click Dice Queues.

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3. Create, edit, view, and delete DICE queues on this page. In the upper-right corner click rtaImage-2__2_.png

4. Complete the "Create Dice Queue" window.


a. Name the Dice Queue. 

b. Set the time frame in which agents can call these cases in the Earliest Call Time and Latest Call Time fields. Earliest Call Time and Latest Call Time fields are dependent on the area code of the phone number on the intake Phone field. Fill out the Phone field if you want to call people during hours of the day that are appropriate to their area code and timezone.

Note: DICE logic only respects area codes in the US. Intakes where the Phone's area code is not in the US are not filtered out based on the time zone.

c. In the Minutes Between Calls field, set the minimum amount of time agents must wait between calls. During this time the potential client will be removed from this DICE queue and all other DICE queues where they would appear.

Note: when users navigate DICE calling lists, the minimum amount of time between calls depends on when the users click Next. For example, a user clicks Next and navigates to an intake record. The timer begins at that point, so that agent and other agents will not be able to navigate to this record via DICE for the amount of time you set.

d. Click Save


For this example, the earliest and latest call times are 5 and 7 p.m., and we're setting a minimum of 5 minutes between calls. 


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5. Dice Queue Builder opens with the information filled out. 


a. Fill out any incomplete fields.
b. Select Intake in the Navigate to dropdown list. Note: DICE queues can navigate to intake, matter, and client records. Select the record type you need for your queue. See this article for complete information about navigation settings.


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Note: DICE queues only include intakes in which the Client field is populated. So make sure intake Client fields are populated.

 

Complete steps 6-9 to build queries within queues


6. Build queries to determine the intake cases that will appear in your queue. You can build custom, complex calling lists for intake agents using DICE queries. Build up to ten queries in a DICE queue.


a. Select the question or field. You can select from any question or field in Litify.
b. Select the operator. The available operators are dependent on the data type of the question or field you selected. See the operator overview for complete information.
c. Select the value. The value is dependent on the selected question/field. If you select a date/time field you have the options: days ago, months ago, years ago, hours ago, minutes ago.


For this example, we're selecting the Case State field on the intake, the Equals operator, and the FL Florida value.  

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You might want to build a queue based on the Last Called at and Last Emailed at fields on the intake. This limits your calling lists to include only intakes that that haven't been called or emailed within the time frame you set.



7. Add up to ten queries to create complex rules for calling lists. 

The Case State and Case Type fields equal Florida and Automobile Accident. The Total Calls and Email fields are both Less/Earlier Than 5, so intake agents cannot call or email each potential client more than five times.  


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Note: Like questionnaires and CQC, you can make complex rules with the OR operator in DICE.



8. In the Sorting section you can determine the order in which records appear on a calling list. This is optional. 


a. Choose the Field that determines the sorting order.
b. Choose the Direction of the sorting.


We’re sorting the intakes by the Case Quality field in ascending order. We're also sorting the Case City field in ascending order.

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9. After you have completed the Queue, Queries, and Sorting, click Save

 

Additional Information


• Like questionnaires and CQC, you can make complex rules with the OR operator in DICE. For example, you might want to query intakes with a the Automobile Accident or Personal Injury case type. This doesn't support every field.
• DICE queues only include intakes with a populated Client field. So make sure intake Client fields are populated.



Next article:
Navigate a DICE Calling List





 

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