Leads: Lead Admin
With Lead Admin, you can edit and maintain all leads in your organisation, view all call data, create and save custom lead filters, and much more
To read this guide in Danish, click here.
In this article:
Navigation Page
To access Lead Admin, expand the Leads drop-down menu and select Lead Admin.
In the Navigation page you can see a selection of your leads, and the different kinds of filters you can apply to them.
Please note that you can only view a maximum number of 1000 leads. This is to maintain the speed and quality of Outbound by Enreach.
Views
In the top menu there are two options: Views and Filters.
Expand the Views drop-down menu to view a list of all Lead Views.
If you have previously saved any filters as a Custom View, you can view them here.
Default Views and Shared Custom Views can also be accessed here.
Click the star icon next to a View to save it as a Favourite View.
Favourite Views will be the default View you'll see every time you visit Lead Admin.
When working with Views, there are three options:
On the left, click the arrow icon to adjust the access rights to others in your organisation.
Expand the Users drop-down menu, select the Teams or Users who will be granted access rights, and click Save changes.
In the middle, click the paper icon to create a Cloned Lead View. Enter a new name, and click Save changes.
To the right, click the bin icon to delete the View.
You will be asked to confirm, as deleted report views cannot be recovered.
Filters
Use the selection of Filters to filter the Lead view, and save Custom Lead Views as easily accessible reports.
Expand the Filters drop-down menu to view the different options.
Choose between Projects, Campaigns or Segments, Teams and Users, Filter on specific field, Status/Results, and Date and time.
Projects, Campaigns or Segments
Click on the Projects drop-down menu to choose between Projects, Campaigns, or Segments.
Next, expand the Active drop-down menu to filter between Active, Inactive, or Active and Inactive.
Check the box of what you want to filter the Lead View with, and click Projects, Campaigns or Segments again to collapse the menu.
Teams and Users
Use the drop-down menu at the top to filter between Lead Owner, Original Lead Owner, Last Modified By, Latest Call Made By, User Processed By, and Uploaded By.
Next, expand the Teams drop-down menu to choose between Team and Users, then select between Active or Inactive.
Check the box of what you want to filter the Lead View with, and click Teams and Users again to collapse the menu.
Filter on specific field
Expand the Select field drop-down menu to choose between System Fields, or ones determined by Outbound by Enreach, and Lead data, or fields that have been manually entered in the lead data.
What is the difference between call attempts and contact attempts?
Call attempts will count each call per phone number associated with the lead as a contact attempt.
So, if an agent called number 1 one time, and then tried number 2 three times, there would be a total of four call attempts on the lead.
Contact attempts count the number of times a lead has been called from the contact page by an agent.
If an agent attempted to call the lead three times on a Monday and the lead did not answer, and called twice on Tuesday before they answered, that would count as two contact attempts.
If you are choosing System Fields, use the sliders to configure the correct number, and click the purple + to save.
If you are choosing Lead data, select the rule from the middle drop-down menu, and enter the field value in the text field. Click the purple + to save.
Status/Results
Click Open Leads (Status) and Closed Lead (Result) to expand the different Status/Result options.
Check the boxes you want to filter the lead view with, and click Status/Results again to collapse the menu.
Date and Time
Expand the Last modified date drop-down menu and select the filter condition for Date and Time. Choose between Last Modified Date, Scheduled Dial Time, User Processed Date, and Upload Date.
Next, choose the date range. Expand the second drop-down menu to choose from a selection of pre-defined data ranges, or click the calendar icon to set a custom date range.
Use the arrows to toggle between months, and click to select the start and end date.
When you have selected your filters, click Search.
To save all the filters into a view that can be accessed again, click Save View.
You can also change filters directly from the navigation.
Simply click on the filter, and the options will expand. Or if you want to remove the filter, click the X to delete it.
Options
There are several options to take when working with lead admin views. Expand the Options drop-down menu in the top bar to start:
- Share View: Click to share the view with other teams or users in your organisation. The report will be saved under My Custom Views
- Export View: Click to export the lead data in a CSV file to your desktop
- Job Scheduling: Click to schedule an automated email with the lead view. To read more about how to set up a job scheduling email, head to this article
- Save View as: Click to make a copy of the lead view. The report will be saved under My Custom Views
- Delete: Click to delete the lead view.
Columns
In Lead Admin, the Report columns are totally customisable, so you can edit, add, and move the columns to suit your needs.
To edit a column, click on the column name to view the options.
Search for a KPI using the search bar, or expand any of the categories shown to view the relevant KPIs.
Select which KPI you want to change the column to, and click Apply.
To move a column, hover your cursor over the column name, and click the arrow icon. You can then move the column by dragging and dropping it in the desired place.
Hover your cursor over the pie chart icon to see a breakdown of the column data in a pie chart, or click the X icon to delete the column.
To add a new column, click the plus icon.
Search for a specific KPI in the search bar, or expand a category to view all the corresponding KPIs.
Click Add Columns to add the column to the view, or Clear filters to null any selections made.
To change the view of the report, toggle between these icons.
The line icon will allow you to view the Report with a focus on all of the column data. If you have multiple columns, scroll to the right to view all of the report data.
The square icon is the default view, and will expand all the options for viewing detailed lead information, editing the lead, and contacting the lead.
Toggle to set the lead as Active or Inactive.
Click Details to view detailed lead details and lead data.
Click Lead Log to view any historical changes made to the lead.
What are Call end cause reasons?
There are 7 Call end cause reasons, and they will let you know how the call ended.
- NotApplicable - The call is still in progress or the proper end cause could not be determined
- NormalDisconnect - The call was disconnected normally by lead or agent
- NoResponse - There was no response to the outgoing call
- Busy - The number dialed was busy
- VoiceMail - The agent marked the call as voice mail
- DroppedCall - The system hung up the call without connecting it to an agent
- DialingCancelled - The agent cancelled the call during the dialing/ringing phase
Under Send Message, click the mail icon to send an email to the lead directly from the email editor. Here you can select a pre-defined Email Template, which are created in Campaigns.
Click the text box icon to send an SMS to the lead, directly from the Lead Admin page.
If the lead is active, click Dial to be taken to the Contact Page, where you can call the lead directly.
Contract
If the lead has signed a contract in Flows, the details can be viewed here.
Contract icons are color-coded according their Flows LifeCycle status:
- White: The agent has clicked 'Update' on the contact page
- Green: The contract has been accepted by the lead
- Blue: If you have enabled a help button on the contract and the lead has clicked help, the contract icon will be blue
- Yellow 1: Confirmation has been sent to the lead
- Yellow 2: A first reminder has been sent to the lead
- Yellow 3: A second reminder has been sent to the lead
- Yellow 4: A third reminder has been sent to the lead
- Red: The contract has been cancelled
- Grey: The contract has expired.
From the navigation page, hover your cursor over the icon to see the current LifeCycle status of the contract.
Double click the first cart icon to view the contract.
Double click the second cart icon to view the contract and update the lead data in Flows.
When viewing the contract, you can switch between Timeline and Lifecycle in the top menu to see detailed information about each.
Click Resend SMS or Resend Email to send a reminder message, or Reject to cancel the contract.
Click Edit to edit the lead details directly on the contact page.
Editing and Maintaining Leads
Leads can be edited directly from the Lead Admin page, either individually, or in bulk.
To edit Leads, access the Lead View you want to work with from the menu, or search for a Lead in the Search bar.
To edit a lead individually, check the checkbox to the left of that lead.
If you are making the same changes to several leads, check the leads you want to edit.
Alternatively, if you want to edit all leads in a certain lead view, either click Select all, or the first checkbox next to the filters.
Once you have selected a lead or leads to work with, a set of options will appear.
- Change Owner: A pop-up window will open allowing you to select a Team or User who will take Lead Ownership, and allow you to choose whether or not to retain ownership for Private and VIP redials. Read more about Lead Ownership and how it can affect your permission to call Leads right here
- Activate: Will allow you to activate the lead so it can be dialled
- Deactivate: Deactivate the lead so it won't appear in the Campaign it was uploaded to
- Scheduled Dial Time: Allows you to adjust the scheduled dial date and time
- Status: Change the status of the lead. Editing a status this way will not update the Last modified by name!
- Change Priority: Change the lead Priority between 1 and 10 to determine the call priority
- Clone: Allows you to clone the lead to a different campaign
- Unlock: If the lead is locked, unlock and release to another team or user
- Add to Segment: Add the lead to a segment
- Remove Dial Time Limit: If the lead has a Dial Time Lock, this allows you to remove it
Please note, that when cloning a lead, the Import name must be the same in the lead's original campaign template, and the cloned lead's destination campaign template.
- If there is a mismatch between Import names, such as 'Last name' and 'surname,' then the lead will clone without that data.
- If there is a mismatch between values in a Picklist, then the lead will not be cloned at all.
Additionally, please ensure that the data field that is selected as the duplicate key in both campaigns has the same Import name.
Cloning Leads
When cloning leads you will have a few advanced settings to work with.
- Priority: Enter a priority for the cloned lead(s). Read more about Dialer Priority here
- Duplicate search: If you want to search for duplicates of the cloned lead(s), choose the search method
- Select duplicate action: Select a method to handle duplicates
- Active date range: Enter a start and end date in which the cloned lead(s) will be active
- Day offset: Use the slider to set the number of days between cloning the lead(s) and when the lead(s) can be called
- Day count: Use the slider to set the number of day which the cloned lead(s) will be randomly distributed over
- Time range: Use the slider to set the time range in which the cloned lead(s) can be distributed and called.
