---
title: Customers / Lead Filtration
slug: contact-center/customers-lead-filtration
docTags: 
createdAt: 2025-10-15T13:55:14.358Z
---

# Overview

The **Customers Tab** is a critical feature within the campaign settings (typically for Outbound, Parallel Predictive Dialing, and Voice Blast campaigns) that controls which customer records are eligible for dialing. It facilitates **lead filtration** by allowing the Administrator/Supervisor to apply pre-defined rules, ensuring only specific segments of the customer database are accessed by the dialer.

## Key Benefits

- **Targeted Dialing:** Ensures the campaign focuses only on customer segments that meet specific business criteria (e.g., location, last disposition, number of attempts).
- **Exclusion Management:** Prevents dialing numbers that do not meet the defined filtration standards.
- **Performance Optimization:** Filters out unfavorable records, potentially improving connection rates and agent efficiency.
- **Centralized Control:** Allows for the assignment of filters created either at the system-level by the Administrator or at the campaign-level by the Supervisor.

# Functionality

The Customers Tab provides mutually exclusive options for applying dialing rules: you can use **Filters** (individual rule sets) or **Filter Groups** (collections of rule sets), but **not both simultaneously**.

The tab is organized into two primary sub-tabs:

## Filter Tab

This tab is used to assign individual, atomic filtration rules (Table Filters) to the campaign.

- **Source:** Filters shown here must first be created at the system level via **System Configuration** → **Table** → **Filters**.
- **Logic:** A filter contains conditions (clauses) based on specific customer data attributes (e.g., ATTEMPTS, DISPOSITION, phone1) using SQL criteria.
- **Assignment:** The available filters are moved from an "Available" list to an "Assigned" list to apply them to the campaign.

## Filter Group Tab

This tab is used to assign a collection of pre-defined filters, allowing for complex, multi-layered filtration logic. For a full explanation of filter groups, fetch order, and the **configuration parameters** table, see **Filter Groups**.

- **Source:** Filter Groups must be created beforehand at the **System-level** or at the **Campaign-level**. Filter Groups created by the Administrator at the system level are designated as "System" type.
- **Flexibility:** Filter Groups can incorporate a **Fetch Order Policy** (a licensable feature) which dictates the sequence in which the dialer fetches numbers from the leads once the filtration criteria are met.
- **Administration:** The Supervisor **cannot delete** Filter Groups created at the System-level by the Administrator.

## Prerequisites

- The campaign must be an **Outbound, Parallel Predictive Dialing, or Voice Blast Campaign**.
- The desired **Table Filters** or **Table Filter Groups** must be configured in the system beforehand.
- For advanced filtration, the number of Filter Groups applied per campaign is configurable up to a default limit (e.g., 10), which can be customized via backend configuration.

# Usage Instructions (Assigning Filters/Filter Groups)

The goal is to move the desired filtering components from the "Available" section to the "Assigned" section for the active campaign.

## Access the Customers Tab

1. Navigate to **Manage** → **Campaigns** and select the target **Outbound** or **Parallel Predictive** campaign.
2. Go to the **Customers** tab.
3. Select either the **Filter Tab** or the **Filter Group Tab**.

## Assign Filters (Filter Tab)

1. The left section displays the **Available Filters** (created at the system level).
2. **Select** the filters you wish to apply to the campaign.
3. Click the **proceed icon** (arrow) to move the selected filters to the **Assigned Filters** section on the right.
4. Click **Apply** to save the changes and activate the filtration logic.
5. *Note:* You can **hover the mouse over** a filter's information icon to view its details before assigning it.

## Assign Filter Groups (Filter Group Tab)

1. The page displays Filter Groups (both Campaign-level and System-level).
2. **Select** the Filter Groups you wish to apply.
3. Click the **proceed icon** to move the selected groups to the assigned list.
4. Click **Apply** to save and implement the Filter Group's dialing logic.

## Check Impact (Filtration Results)

The Supervisor can verify the effect of the assigned filters/groups before the campaign runs:

1. Click the **"Check Impact"** button.
2. In the modal, the Supervisor can view the **Filtered Count** and **Dialable Count** across the leads in the campaign, reflecting the combined effect of the selected filters/groups.
3. Clicking **"Check Dialable Numbers"** updates the count based on the current configuration status (enabled/disabled filters).