--- title: Lead Management slug: contact-center/lead-management docTags: createdAt: 2025-10-21T08:41:26.138Z --- # 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\_\ 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.
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