Lead Management

overview lead management is the core function for administering customer contact lists within the platform, enabling fine grained control over customer data, dialing prioritization, and campaign routing logic across voice and interaction campaigns this feature is primarily managed at the process level by the supervisor , allowing for the creation, modification, and upload of contact lists (leads) that are then shared among multiple campaigns within that specific process leads created in one process are isolated and not available to another the full lead management workflow relies on collaboration between multiple user roles applicable user personas user persona core lead management functionality administrator configures the underlying framework, including defining table filters and filter groups at the system level; setting up the main data tables (table definition); and configuring customer distribution rules that govern lead flow supervisor manages, creates, modifies, and assigns leads to campaigns at the process and campaign level; manages campaign level filters and filter groups; manages retry and time zone settings for dialing voice admin has privileges to configure core lead/customer data flow via customer distribution rules , and manages system level features like dnc and blacklisting agent operates on leads by either viewing customer information during a call or initiating a call agents can manually create and dial unregistered customers, updating lead data in the process analyst monitors lead performance using dashboards and reports (e g , lead monitoring tab, lead penetration report), tracking metrics like unique attempts, connections, and lead status feature details manage lead the manage lead functionality allows the supervisor to perform end to end management of contact lists (leads) at the process level and tailor them for use within specific campaigns 1\ lead creation, editing, and deletion (supervisor) leads are created at the process level create lead the supervisor clicks "create lead" and provides a lead name , time zone , lead owner , and description edit lead the supervisor can modify the lead name , time zone , lead owner , and description , but cannot change the process name once set delete lead leads can be deleted, but a deleted lead cannot be restored status a lead can be quickly enabled or disabled using a toggle switch 2\ lead data upload and contact management (supervisor) the supervisor uploads customer contacts via a csv file feature description update duplicate records when checked, existing contacts (in the same lead or another lead of the same campaign) found in the uploaded csv will be updated with the new information, rather than being rejected or treated as new entries migrate duplicate to chosen list when checked, any existing records found in other leads within the same campaign will be migrated to the currently chosen lead with the new information provide header mapping allows the supervisor to manually map the csv file column headers to the platform's standard customer attributes (e g , phone1, name) add a contact allows the supervisor to manually add a single contact to an existing lead by providing customer details (e g , phone numbers, email, name, time zone) 3\ campaign assignment and prioritization (supervisor) within the "manage lead" tab, the supervisor controls how leads behave in specific campaigns field purpose assign priority a numerical value where "1" is the first priority and is dialed first assign weightage used when two leads have the same priority the lead with the higher weightage will be preferentially dialed in a greater ratio assign maximum attempts defines the total number of retry attempts allowed for a customer in that lead before dialing stops time slots to enable or disable allows the supervisor to define specific "start time" and "end time" periods for each day the lead remains disabled outside of the configured time slots feature details manage filters manage filters allows administrators (system level) and supervisors (campaign level) to create conditional logic (filters) based on customer attributes or historical data to control which records are dialed or accessed 1\ filter creation (supervisor) the supervisor creates a filter by defining clauses and conditions filter name and description are mandatory conditions are set using a combination of attribute (left operand) customer data fields like attempts, disposition, last call type, lead id, name, phone1, timezone, etc operator logical operators like =, !=, <, > (or sql criteria) value the value being checked against multiple conditions can be added to a single clause using the "+" icon multiple clauses can be added using the "add" button 2\ filter usage and impact (supervisor) application filters created here by the supervisor are available for use in the outbound , parallel predictive dialing , and voice blast campaigns they filter the numbers that the dialer attempts to connect dialable numbers the supervisor can use the "check impact" feature to view the filtered count (total records matching the filter criteria) and the dialable count (records filtered and available for dialing) management supervisors can edit the name, description, attributes, and clauses of their campaign level filters system level filters created by the administrator cannot be modified, enabled, disabled, or deleted by the supervisor feature details manage filter groups (licensable) filter groups allow the combination of multiple individual filters to create a multi layered dialing prioritization strategy this feature typically requires a license 1\ group creation and hierarchy (administrator & supervisor) creation a filter group is created by assigning existing filters (created in the manage filter tab) into a logical group hierarchy filter groups can be created at the system level (by the administrator, denoted as "system" type) or at the campaign level (by the supervisor, denoted as "campaign" type) primacy if filter groups are actively used in a campaign, standard filters cannot be used simultaneously 2\ prioritization with fetch order policy (supervisor) when a filter group is applied, the fetch order policy dictates how the matching contacts are selected for dialing this supersedes the general campaign fetch order policy the supervisor can apply up to five fetch order policies to a single filter group these policies include customer upload time prioritizes contacts based on when they were uploaded (ascending/descending) randomized order of lead upload selects contacts randomly natural order of lead upload selects contacts based on the original order in the csv file number of attempts prioritizes contacts based on the number of dialing attempts made (ascending/descending) customer information prioritizes contacts based on the values of any specified customer field (ascending/descending) user disposition retry time prioritizes contacts based on the retry time set for their last disposition (ascending/descending) custom allows use of customized javascript logic to define the order supporting capabilities & campaigns lead management features are used across all outbound campaign types, heavily relying on deeper system configurations managed by the administrator and voice admin lead management in voice campaigns (outbound, parallel predictive, voice blast) application lead management in outbound, parallel predictive, and voice blast campaigns primarily uses the customers tab to configure filters and filter groups for customer targeting dialer integration the selection and prioritization of leads based on filters/filter groups directly controls the customer provider type chosen in dialer settings (e g , campaign based customer provider, lead based customer provider, or pace based customer provider) lead management in interaction campaigns agent interaction agents primarily manage customer data in the customer information section when creating a new ticket or engaging in an outbound manual dial, where they can either "create and dial" a new customer or proceed with "dial only" customer data flow (admin/voice admin) the core process for handling new incoming customer data is managed via the customer distribution rules (process settings) this logic determines where new customer data lands by routing it from the transient customer prospect \<process id> table to the permanent data table definition lead and customer list management (admin/voice admin) function responsible user location purpose propagate lead/customer removal administrator / voice admin process settings (system configuration) automatically deletes leads (all numbers) or single customer records from the integrated ameyo crm database when they are deleted from the platform dnc (do not call) management supervisor / voice admin process settings > dnc tab manages excluded customer numbers via "exclusion leads" based on media exclusion (phone number) or customer exclusion (customer id/primary key) to ensure they are never auto dialed in the system blacklisting supervisor / voice admin process settings > blacklist tab prevents incoming calls from specified numbers that are misusing or abusing the system, blacklisting them at the process level lead monitoring analyst / supervisor monitor tab > lead monitoring provides real time and historical views of lead performance, showing metrics like lead name , lead status (enabled/disabled), unique attempts , and unique connected metrics for active leads