Today’s Focus for Outbound Service Center

To improve account outreach, operational efficiency, and productivity, Service Center reps can use Today's Focus on the Outbound tab to consolidate actionable target activities into one central, flexible to-do list. Service Center reps build their daily agenda by moving targets from their My Targets views into Today’s Focus.

Today’s Focus contains two tabs: Today's Focus for upcoming target activities and Done Today for completed target activities. As Today’s Focus target activities are completed, they automatically move to the Done Today tab, providing a clear visual of daily progress. Service Center reps can also manually move targets between the Today’s Focus and Done Today tabs, allowing them to adapt to changing priorities throughout the day.

Who can use this feature?

Related Topics

Using the Service Center Outbound Tab

Creating Call Reports from Target Activities

Canceling and Redialing Outbound Call Attempts

Completing Outbound Target Outreach in Service Center

Configuring Today's Focus for

To configure this feature, ensure Using the Service Center Outbound Tab is complete.

Using Today's Focus as

Today's Focus displays in the My Targets side panel on the Service Center Outbound tab, along with the four My Targets views which define and organize users’ outreach to potential targets: Scheduled, Retry, Not Started, and Closed. The number of target cards in each view displays in a bubble.

Closed targets cannot be moved to Today’s Focus.

After selecting Today’s Focus, Service Center reps can view Today’s Focus target accounts (a user-generated, dynamic set of targets which need attention today) or select the Done Today tab to access targets with activities completed today.

To track target prioritization and completion, the following fields on the target’s Outbound Target (outbound_target__v) record capture movement between Today’s Focus and Done Today:

  • On Focus (on_focus__v) - Captures the datetime a target is moved to Today’s Focus
  • Done Focus (done_focus__v) - Captures the datetime a target activity in Today’s Focus is completed and moved to Done Today. The Done Today tab only includes targets where the Done Focus (done_focus__v) value is in the current day, according to the user’s timezone.

For optimal performance, Today’s Focus and Done Today tabs are limited to 250 targets per tab.

Adding Targets to Today's Focus

To create a list of daily targets, Service Center reps can move targets from the automatically managed Not Started, Retry, and Scheduled views into the user-managed Today's Focus tab. Target activities remain in Today’s Focus until they are completed and automatically moved to the Done Today tab, or until the user manually moves them to Done Today.

Closed targets cannot be moved to Today’s Focus.

To add a target to Today’s Focus:

  1. Hover over or select the target card.

  2. ​​Select the + (Add to Today's Focus) icon.

The selected targets are moved from their current My Targets view to Today's Focus. The counts for each view update automatically.To view Today’s Focus after adding a target, select Today’s Focus from the My Targets side panel.

In Today’s Focus, targets are ordered as follows:

  • Target cards in the Scheduled state display first
  • Target cards in the Retry state display next
  • Target cards in the Not Started state display last

Within each state, targets are sorted in alphabetical order.

When Service Center reps initiate an outbound call from Today’s Focus, the corresponding target moves to the top of the list for the duration of the attempt. For more on initiating calls from Service Center, see Using the Outbound Tab for Calls to Targets.

Removing Targets from Today's Focus

Service Center reps can move targets out of Today's Focus. To remove a target from Today’s Focus:

  1. Hover over or select the target card.

  2. Select the - (Remove from Today's Focus) icon.

The selected target is moved from Today’s Focus back to its original My Targets view (Not Started, Retry, or Scheduled). The counts for each list update. To view the target in its original list, select the appropriate view from the My Targets side panel.

If a Target List is deactivated, any associated targets are automatically removed from Today's Focus. For information on deactivating Target Lists, see Using the Service Center Outbound Tab.

Using Done Today as

When Service Center reps complete an activity for a target in Today's Focus or any of the available My Targets views (Scheduled, Retry, Not Started), the target automatically moves to the Done Today tab.

To view completed targets in the Done Today tab:

  1. Select Today's Focus from the My Targets side panel on the Outbound tab.

  2. Select the Done Today tab.

A list of all target activities completed that day displays, sorted with the most recently completed item at the top. Done Today only displays those activities completed in the current calendar day, according to the user’s timezone. For targets in Retry or Scheduled state, Service Center reps can still initiate activities directly from Done Today. Done Today continues to display while activities are attempted. When the activity is complete, the target remains in the Done Today tab.

Moving Targets from Done Today to Today’s Focus

If Service Center reps want to keep a completed target in their main view, for example, for follow-up later in the day, they can move it back to Today’s Focus.

To move a target from Done Today to Today's Focus:

  1. Navigate to the Done Today tab.

  2. Hover over or select the target card.

  3. Select the + (Add to Today’s Focus) option for the appropriate target.

The target is removed from the Done Today tab and displays in Today's Focus. The Done Focus (done_focus__v) field on the Outbound Target (outbound_target__v) record is cleared, and the On Focus (on_focus__v) field is re-stamped with the datetime the card is re-added to Today’s Focus. The counts for both tabs update to reflect the change.