Overview

The Leads module allows you to search, import, manage, display, and filter leads. Leads are people who the contact centre will attempt to contact during an Outbound Campaign. After an interaction, they are referred to as a contact.

  1. Open the Workspace.

  2. Select Leads from the Campaigns menu.

  3. Select Campaign you would like to work with from the dropdown menu

  4. Select function:

Icon

Description

Search Leads

This dialog provides a variety of ways to set search criteria.

Import Leads

The Lead Importer module is used to import lists containing leads to be contacted for outbound campaigns.

Manage Lead Lists

The Manage Lists dialog allows you to view and manage the Contact Lists for a particular campaign.

Manage Lead Filters

The Manage Lead Filters dialog allows you to view and manage the filters used to restrict which records from a Lead List are used to initiate calls in an outbound campaign.

Lead Filtering is only available when an outbound voice campaign is selected.

Set up Display Settings

The Set up Display Settings dialog allows you to determine how the lead details are displayed in the search results.


1. Search Leads

This feature allows you to navigate the display of leads associated with the selected campaign.

A list of leads is displayed when you first open the Leads module.

For each lead, the list displays the following details:

Column

Contents

Click the Selection Checkbox to select the lead.

 Lead ID (List Name)

 The unique Lead ID and the name of the list to which it belongs.

Last Contacted On

 The timestamp of the most recent contact/attempt.

Last Outcome 

 The Dialler Outcome recorded for the most recent contact/attempt.

Wrap Code 

 The Wrap Code that was applied after the most recent contact.

 Contact Fields

 You can determine which Contact Fields are displayed.

Edit Lead

Click this icon to open the Edit Lead dialog.

Quick Search

If you know the lead ID, enter it, or a part of it, into the Quick Search field and click the Search icon to locate the lead with that ID.

Search Options

This advanced search feature allows you to reduce the list of leads displayed by adding one or more search criteria.

  1. Click Search Options to open the advanced search options.

  2. Enter your search criteria.

  3. Click Search.

The search criteria include:

Search Parameter

What you should do

Last Contacted: From

Click this field to open the calendar control, which has arrows to assist you to identify the month and year, and a monthly display of dates to assist you to click on the first day of your search criteria.

Last Contacted: To

Click this field to open the calendar control, which has arrows to assist you to identify the month and year, and a monthly display of dates to assist you to click on the last day of your search criteria.

Last Interaction ID

Enter the unique ID for the Interaction.

Lead ID

Enter the unique ID for the Lead.

Wrap Code

Select the wrap code that will be used in this search.

Agent

Select the Agent Name that will be used in this search.

Lead List

Enter the name of the list to which the lead belongs.

Lead Status

Select whether completed leads, or incomplete leads, or both will be displayed.

More Search Options

This function allows you to restrict a long list of search results.

  1. Click More Search Options.

  2. Enter your search criteria.

  3. Click Search.

Note

If searching by phone number, you can use one of several number formats: e.g.

  • in London, E164 format +44 20 7379 4334 or National format 020 7379 4334

  • in Singapore, E164 format +65 6 836 4100 or National format 6 836 4100

  • in Canberra, E164 format +61 2 6216 0100 or National format 02 6216 0100


2. Import Leads

This feature allows you to import a CSV file with a list of leads in it.

Lead List Preparation

Some preparation is required before you can perform the import process:

  1. The file to be imported must be in comma-separated values (CSV) format, with separate lines for each contact's details.

  2. The import process is simplified if the field names are provided in the first line of the import file (i.e. the field headers).

  3. The file should contain a database key from the source database. This will be uploaded into the system as the customer_key field. If no such field exists, a field with a unique identifier for each record should be added. This field will subsequently be used for managing updates to lists.

  4. The file must contain at least one phone number for each of the line items. The dialler will call any phone number imported so, if any numbers are not to be used for the campaign, do not import them.

  5. You can either use an existing lead template to define the mapping between imported fields and database fields, or you can build the mappings manually.

Lead Importer

When the file containing the lead details is ready to be imported, click on the Import icon  from the navigation menu, and fill in the fields in the pages of the import wizard:

This page will guide you through the import lead process. You will note that there are 4 "tabs" at the top of the page:

  • Uploading

  • Mapping

  • Validating

  • Confirmation

This is your "workflow" or step-by-step guide taking you through each of the tabs. To move from the current tab to the next tab, you must complete the required fields on the current tab. Once the data has been input, click on the "Next" button and the system will enable the next tab. For example:

To move from Uploading to Mapping, you must supply List name and Select File. 

You will note from the screenshot above, both of these fields are mandatory.

Once completed, you click on the Next button in the bottom right corner and the system will move to the "Mapping" page. Once the Mapping Page is complete, you can click on the Next button to move to the Validating page and so on.

Uploading

Field

What you should do

List name

Enter the name of a new list to be created, or select an existing list.

In the latter case, the imported leads will be added into the existing list, either overwriting existing leads that match on the basis of the customer_key field, or creating new ones.

Select File

Click on Choose File to open a Windows browse dialog and select the file to be imported.

First row contains headers

Click on the check box if first row of the imported file contains column headers, rather than lead information.

Map one column to multiple data fields

Click on the check box if you want to map one or more of the input fields onto more than one output field.

Mapping

This page contains a top panel summarising the selections you have already made, and a lower panel with the heading Imported Leads (Preview).

This lower panel is split into two parts:

  1. The upper section, in which parameters for time zone mapping will be input.

  2. The lower section, which displays the first few lines of the imported file, and provides the fields needed to define field mappings.

Timezone Mappings

Every lead must have a defined timezone. There are three ways to achieve this:

  1. The timezone can be pre-defined in a field in the imported .CSV file, in the correct IANA format  (e.g. "Australia/Sydney"). In that case, all that is required is to map this imported field to the standard, system-defined "timezone" field.

  2. The timezone can be deduced from other fields in the imported CSV file, such as a State field. This is done using the timezone mappings.

  3. If neither of these options is selected, then all leads in the imported file will be assigned the default campaign time zone, which is set up in Campaigns > Configuration.

These mechanisms for assigning a timezone are evaluated in the order they are defined above until one applies. That is if a timezone field mapping is defined, but the contents of the timezone field are blank, then the timezone deduction rules will be applied. If none of the timezone mapping rules apply (e.g. the state defined for a lead is not covered by any of the defined rules) then the default campaign timezone will be used. This ensures that every lead has a timezone, which means it is always possible to determine when they may be called.

If you select a timezone mapping template, then the rules it defines will be displayed in the Timezone Mappings section.

If you elect to enter timezone mappings manually or want to add to the already-defined timezone mappings, you can click the Add Timezone Mapping icon and a new row will appear in the Timezone Mappings section.

For each timezone mapping rule, you will need to fill in the following fields:

Field

What you should do

Column/Field

Select the name of the column in the imported CSV file which will be used as the key for deducing the time zone.

Condition

Input the value of the field that will be compared with the key.

Timezone

Select the timezone that will be set for a lead if the key value matches the condition.

Field Mappings

The Field Mappings table displays the first few rows of data read from the imported CSV file and presents header rows that allow field mappings to be defined. If the first row of the CSV file contained headers, then the top row will contain these meaningful headers. If not, it will simply contain "COL 1", "COL 2", etc.

The second header row contains drop-down list boxes from which the available campaign data fields can be mapped to imported CSV file fields. There are several standard ones and you can create your own in the Campaigns > Data Fields module as required.

If an existing template is being used, then some of these selections will already have been made; if not, they will all be empty. You can change any of these selections, or make new selections but, if you didn't select "Map one column to multiple data fields", you won't be able to select the same field twice.

The customer_key field is worthy of particular note. This field should be mapped to one unique column - a column that has a different value in every row of the list. It is used to unambiguously identify a row in the list if it needs to be updated.

For example, you might have a list of contacts extracted from your CRM, which is updated on a daily basis with new details entered during the previous day. In this case, you might use a unique CRM reference number as the unique key, mapped to the customer_key field. Of course, if you are never going to update the data in a list, you need not map the customer_key field, and can ignore the warning you will see when you attempt to complete the import process.

 Validating

This page is used to display the imported data and allow you to correct any errors before the Leads are stored in the database.

The page contains the same top panel as the Preview screen, which summarises the selections you have already made, and a lower panel with the heading Imported Leads (Validation).

The header area of the Record Validation section contains the following action icons:

The header area of the Timezone Mappings section contains the following action icons: 

This lower panel displays a table showing all the imported data and highlighting those rows and fields which appear to be in error

Leads that have been selected using the control toggle will appear in GREEN with any invalid data displayed in RED. Please see the screenshot below:

If none of the Leads have been selected then the list will appear as normal with any leads with errors highlighted in PINK and the invalid data shown in RED. Please see the screenshot below:

Only data that is mapped to campaign data fields is shown since any other unmapped data read from the CSV file has been discarded (although the CSV file itself has not been modified in any way).

The columns displayed in the table will be dependent on which fields have been imported. For simple fields, such as Lead name, a single column will be displayed, and will never be in error. However, for phone numbers (of which there can be up to three), two columns will always be displayed:

  1. The raw phone number (in the Input Number column), as imported from the CSV file.

  2. The re-formatted number (in the Re-formatted Number column), converted to international format4 The re-formatting process involves a validation step, which checks to see if the imported number is a valid phone number, which the system will be able to dial. If it is not, then the whole row for that lead is highlighted in pink, the text "Invalid" appears where the re-formatted number should be, and the faulty number is displayed in red text.

Note that the timezone assigned to a lead, and the number validation processes applied to their phone number(s), are closely interrelated. By assigning a timezone to a lead, you are explicitly identifying where they live, and this location is assumed to be the country in which the phone numbers for that lead are terminated. So, if a lead has a timezone of Europe/London, for example, then their phone numbers are expected to be UK phone numbers and are validated as such.

Any of the imported data displayed in the table can be edited, by double-clicking on the field to be changed. Once a change has been made, it can be saved by pressing ENTER/RETURN or clicking anywhere outside that field, or selecting another field.

If the field changed is a phone number field, then it will be re-validated when it is saved, which may result in the highlighting being removed if the change has corrected any problems with the number.

To reduce the number of Leads displayed, and simplify the process of correcting faulty numbers, you can select display of invalid numbers only, using the drop-down list box at the top of the table.

Phone numbers are checked using a library developed by Google which incorporates a database of the phone numbering plans of all countries in the world (see Google Phone Number Parser Demo for a demonstration).

 

Confirmation

This dialog box displays the statistics on the imported data, then provides you with two options:

Field

What you should do

Import Invalid Leads

Click the check box if you are sure you want to import leads that contain numbers which the system has determined to be invalid.

Update existing Leads by customer_key

Will only appear if you are updating an existing list. Click the check box if you are importing leads into an existing list, and want the imported data for existing leads (matched bycustomer_key) to overwrite existing data for those leads.

If you don't click this check box then this information will be stored in a separate record in the database, resulting in duplicate leads.

There is also a warning below these fields, that any imported fields that are too long will be truncated. The maximum lengths of the destination fields are set in the Contact Fields dialog.

Lead Import Summary

This page provides confirmation of all the details of the Lead Import process just completed.


3. Manage Lead Lists 

The Lead List-display allows you to view and manage the lead lists for a particular campaign. To view all the lists in a campaign, simply select the campaign from the drop-down list box, and the lead list display will show all the lists in that campaign.

  1. Open the Workspace.

  2. Select Leads from the Campaigns menu.

  3. Click the Manage Lead Lists icon to view a display of lists associated with the selected campaign:

Each row contains the following fields:

Column

Contents

Used to select one or more lists. Once selected, these lists can be deleted, as a group, by clicking the Delete icon in the header row of the lists display.

List Name and ID

The name of the list, followed by the unique numeric List ID in brackets.

Some Lists (e.g. "Auto Callback" and "Add to Queue") are created by the system. These are easily identifiable because they cannot be deleted and don't have a Selection Checkbox in the first column.

Created Date

The date on which leads were first loaded into this list.

Total Leads

The number of leads in the list.

Original File Names

The name(s) of the import file(s) (if any) from which the list was generated.

Action Column - shows when you hover on a list

The Show Leads icon appears if the mouse pointer is located above a row. If this is clicked, the Display Leads dialog is opened for that list.

The Edit icon appears if the mouse pointer is located above a row. If this is clicked, the Edit Lead List dialog is opened.

Once opened, you can Reset, Update, Delete the Lead List. System generated lists cannot be edited.


4. Manage Filters

The Manage Lead Filters feature allows you to view and manage the filters used to restrict which records from a Lead List are used to initiate calls in an outbound campaign.

Where to find this feature

  1. Open the Workspace.

  2. Select Leads from the Campaigns menu.

  3. Click the Manage Lead Filters icon  to open a display of lead Filters associated with the selected campaign:

At the top of the screen is a text entry box, and a Search icon that can be used to limit the number of filters displayed. 

Lead Filters Display

Each row of the list contains the following information on a single Filter:

Column

Contents

Selection Checkbox

Used to select one or more filters. Once selected, these filters can be deleted, as a group, by clicking the Delete icon in the header row of the display.

Filter Name and Description

The name of the filter, in bold, followed by its description.

Updated Date/Time

The date and time when the filter was last edited.

Updated by

The first and last names of the user who last updated the filter.

Action Column

When the mouse pointer hovers over a record, the Edit Filter icon is displayed. Click on this icon to display the Update Lead Filter dialog.

 Add or Edit Lead Filter

The Add or Edit lead Filter feature allows you to create and manage the filters used to restrict which records from a Lead List are used to initiate calls in an outbound campaign.

The dialog comprises two sections. The first allows the basic identifying information for the filter to be added or edited:

Field name

What you should do

Filter Name

Enter a meaningful name for the filter.

Description

Use this section to expand on the filter name, and explain the purpose of the filter.
While this field is optional, over time you will appreciate this description.

Following this is a section that is used to define the various Conditions within the filter

Row Configuration Table

Option

What you should do

Selection Checkbox Used to select one or more Conditions. Once selected, these Conditions can be deleted, as a group, by the Delete button above the list display.

Data Field

Select the name of the field to be used from the list provided.

Scope

Select whether the filter will be a condition or a range. A condition is where the field has a definite value; a range is where the field has a value between two specified values, inclusive.

Operation

Select the function that will perform the comparison operation. (See table below)

Data Values

Click on the update icon  and the row will expand to display all currently-available values for the selected Data Field. You can select one or more of these values (depending on the chosen Scope and Operation) to be used in the evaluation of the Filter.

  1. Click on the Update Values icon to accept the new data value and minimise the display.

  2. Click on the Roll Back icon to return the data value to its previous value.

  3. Click on the Close icon to minimise the display without changing the data value.

Any changes made to a lead record that is associated with an active campaign may affect whether that lead remains on or is removed from the campaign's Active List to Dial.

 The operators used in lead filters are limited to the following:

Operator

How to use this operator

In

A set of one or more values. The filter will include any records in which the selected field matches one of these values.

Not In

A set of one or more values. The filter will exclude any records in which the selected field matches one of these values.

Greater Than

A single value. The filter will include any records in which the selected field is greater than this value.

Less Than

A single value. The filter will include any records in which the selected field is less than this value.

Equals

A single value. The filter will include any records in which the selected field exactly matches this value.

The "Greater Than" and “Less Than” operators are not supported when a multi-byte character set is in use


 5. Set up Display Settings

 Set Up Display Settings allows you to determine which columns show on the Search Leads screen:

Where to find this feature

  1. Open the Workspace.

  2. Select Leads from the Campaigns menu.

  3. Click the Set Up Display Settings icon to view a list of fields available for inclusion in the display.

  4. Select one of the available fields and drag it into the Search Results Display area. The field will become a column in the Leads Display.

  5. Repeat this process for any remaining fields you require to be included in the display.

    1. Click the Save icon to save your changes 

    2. Click the Refresh icon to reset the display. You will be prompted to confirm the refresh process.