NEW — New Lead

What NEW Means

The default status assigned to every lead when first uploaded into VICIdial. Leads with NEW status are included in the active dial queue and will be called during campaign sessions. This is the starting point for every lead in the system.

When This Status Is Set

NEW is the default status automatically assigned to every lead when it is first uploaded into VICIdial through the list loader, API import, or manual lead creation. It remains on the lead record in vicidial_list until the lead receives its first call attempt and is assigned a call-outcome status (NA, B, A, etc.) or is manually reassigned by an administrator. NEW represents a completely untouched lead — no dial attempts have been made, no agent has interacted with it, and it exists in the system purely as a fresh record waiting for its first call. On a newly loaded list, the count of NEW leads equals your total available inventory, making it the baseline metric for list capacity planning.

Impact on List Management

NEW leads have the highest priority in most campaign configurations because they represent completely untouched prospects with the highest potential contact value. Always include NEW in your dial_status_filter to ensure fresh leads enter the hopper and are called promptly — time-sensitive leads (web form submissions, inbound inquiry callbacks) lose value rapidly if they sit in NEW status too long. The hopper fill algorithm pulls leads based on dial_status_filter priority, and NEW is typically the first status loaded. Monitor your NEW count relative to total list size to gauge list penetration — when NEW count reaches zero, your campaign has transitioned from fresh-lead dialing to pure recycling mode, which requires different pacing and staffing. If NEW count remains high despite active dialing, investigate whether the hopper is filling correctly, the campaign’s list_id assignments are correct, and the dial_status_filter includes NEW.

Best Practices

• Always include NEW in dial_status_filter for outbound campaigns — missing it means your fresh leads will never enter the hopper

• Sort lists with lead_order set to UP to call newest uploads first when leads are time-sensitive (web leads, callback requests)

• Monitor NEW count to gauge list health — a large NEW count with no calls being placed indicates a hopper or filter configuration problem

• For multi-list campaigns, track NEW count per list_id to ensure all lists are being penetrated evenly rather than one list dominating the hopper

• Establish a target time-to-first-dial metric for NEW leads — for web-generated leads, best practice is under 5 minutes from upload to first call attempt

Admin Configuration

NEW is a system-level status defined in Admin → System Statuses with callable set to Y and selectable set to N — it is assigned by the system during import, not by agents. The hopper fill behavior that governs how quickly NEW leads are dialed is configured per-campaign under Campaign Detail → Dialing Options, including hopper_level, lead_order, and list_order_mix. Campaign Detail → Filters allows you to apply additional filtering criteria to NEW leads before they enter the hopper (geographic, time-zone, or custom field filters). To audit NEW lead volumes, query vicidial_list grouped by status = 'NEW' and list_id, or use the Admin → List Modification interface to view status distributions.

ViciStack’s List Management module monitors disposition distribution in real time — automatically adjusting recycling logic, dial_status_filter priorities, and hopper fill strategies based on how your dispositions are trending. No manual SQL, no spreadsheet audits.