A frozen lead managed by Ubic displays a cycle indicator on their profile. Frozen means their call did not result in a conversation, or another parallel dialer line was kept. The indicator shows that an automation has temporarily set the lead aside.
The Activity tab shows the cycle history when available:
the workflow name;
the current phase;
the date when the lead is due to return to the list;
recent cycle activity.
This explains why a lead is not immediately offered in the Dialer.
In the Dialer, a counter can show how many leads in the list are currently in a cycle. It explains why some leads are not offered during the session.
If a lead must be called back sooner than planned, you can remove them from the cycle from their profile.
The lead then becomes callable again. Ubic keeps the history so the team can understand the decision.
A lead can leave the cycle automatically if their call status changes before the due date. For example, they may have been handled manually or may no longer belong to a relevant list.
A lead returned to the list by Ubic may temporarily display Brought back by Ubic. This indicator explains why they have returned to the calling queue.
