What qualifies as an engagement in RiTA?

When prospecting, your call outcome selections determine whether a contact is deemed "engaged" and remains in your active queue or moved for future outreach. RiTA uses certain criteria to evaluate whether an interaction with a contact qualifies as a successful engagement.

Four key interactions included in this qualification process:

Unsuccessful contact attempts or contact profile maintenance do not count as an engagement. The following actions will not modify a contact’s Last Engagement Date or remove them from active prospecting lists:

How contact engagement influences call list behaviours

When working through your lists and actioning calls, you must select the correct call outcome option to ensure that accurate contact engagement information is used to determine whether a contact is included in your call lists. You can select one of the following call outcomes: Connected, No Answer, or Voicemail.

• Connected or Voicemail: Selecting one of these options will mark the contact as a successful engagement. The contact's Last Engagement Date updates immediately. If your list has a filter restricting contacts contacted within a specific timeframe (e.g., Last Engagement Date is more than 30 days), this contact will not show back up in this list until it satisfies the last engagement date filters (if applicable). 
• No Answer: Selecting this outcome will mean that this contact hasn't been engaged with and will continue to be included in your active lists until the call outcome for this contact is updated with Connected or Voicemail.

Image 1: Call outcome options.

If you were unable to connect with a contact but want to remove them from your active call list, you can try one of the following actions:

• Skip: Move the contact to the back of the queue temporarily based on your preferred skip rules.
  
  Image 2: Skipping a contact.
• Follow Up: Create a task for this contact to be followed up at a future date.  (Tick the checkbox "Do not show [contact name]in my lists until the Follow Up date" for RiTA to skip this contact until the specified future date.)
  
  Image 3: Creating a follow up task for a contact.
• Archive: Permanently remove the contact from all communication.
  
  Image 4: Archiving a contact.