Advanced Outbound Lead Management

This Advanced Outbound Lead Management allows you to view and set filters for dialing certain leads within lists giving you more control of what leads are dialed. 

Security: Only users with the supervisor role can access this section.

Click the Programs tab on the left side of the ACD and then select the Program your Campaign belongs to. You can then create a new campaign or select the campaign you wish to edit. 

Campaign Setup:

After creating an Outbound Campaign the first thing that needs to be done on the Campaign Details page is make sure your Campaign is set up with the Lead Source as Sheet and then update the Campaign. This will automatically create a Sheet in the Sheets module labeled with the Campaign name followed by OB Leads. You will now see under the Lead Source row on the Campaign Details page Lead Sheet appear. You can click this to take you to directly to the Sheet in the Sheets Module or click Sheets on the Navigation panel on the left side of the ACD.

Sheets:

If you did not use the Blue Leads Sheet button, you will be taken to the page below. (If you did click the button you will not see the following page, as it skips it and will open up directly to the individual Sheet.) Now that you are on the Sheets Module you can see the Sheet that was created from the Outbound Campaign created previously. Click the blue edit button in the number column on the left next to the sheet you wish to edit. You can have one Sheet per Campaign.

Columns

This page allows you to make edits to your sheet to determine what information is actually available in the lead. It is automatically created with some standard fields. Fields being filled in by the system are locked in the Actions column.

• Add columns to the sheet
  • Enter in the name of your Column
  • Be sure to click the text "Alphan" next to drop-down arrow to choose from 3 Types
  • Then enter a character number in the blank box that follows. 
    • Alphanumeric - the number represents the maximum character length allowed for the given column. Any excess characters will be trimmed.
    • Numeric - the number represents the total digits length allowed for the column, e.g. one would store a US phone number as numeric (10). One can also include decimals, for example if you want to allow 4 digits for the integer side and 2 decimals (i.e. up to 9999.99) one would use numeric (6, 2); it is a 6 as it represents the total amount of digits, thus 4 + 2 = 6. For such configured columns, input numbers in excess of its capacity will be capped to the maximum possible value for the column. So in the previous example, if one would like to store 15000, the actual stored value will be 9999.99.
    • Date/Time - leave the box blank

• Rearrange columns on the sheet with the green and yellow buttons
• Remove columns by clicking Delete
• Edit Column Actions
  • Regular - no optimization. To be used for columns for which search or filtering operations are not expected.
  • Unique - optimize column for searches or filtering AND also prohibit multiple records with the same value. (In a fictional example: consider a SSN column: one would like to search by SSN and also, there cannot be two people w/ the same number)
  • Lookup - optimize column for searches or filtering (with no additional constrains). Ideal for list search criteria. (For example: if for a campaign you typically dial people by their age group, consider making that column a "look up" one to speed up filtering.)

Filters

• Apply filters to the Sheet for more specific dialing. Any fields that are within the Sheet can be filtered for. Fill in the name you want to label the filter with and then click Add anytime when adding a filter.

• After you have added the filter, select the Edit button and you can apply rules to the filter.
  • Use different filters for an (if any apply) approach
  • You can add many rules to one filter which would be an (all of these apply) approach
• Select the Column you are filtering in.
• Choose the Operator to determine how you want the Sheet filtered.
• Add the Value the sheet is filtering for.
• Click Update Filter button to save the rules.

Select the Enable button to apply the filter to the sheet. Now any leads dialed are filtered prior dialing. Once you have followed the Lead Scrubbing Process, agents will dial from the list. You can scrub leads before or after filtering, but not all leads will be Dialable Now based on Filters and DNC Rules. It may be necessary to scrub leads after changing filters on a sheet. Outbound Lead Management - Scrubbing Process

Records

• Displays leads in the sheet.
• Search for specific lead info using the search box. (Just start typing in like characters)
• View Filtered or Nonfiltered view. (Filtered view ONLY shows leads based on filters enabled)
• Add New Records to the sheet here individually (You will get green confirmation when lead is added)
• Export sheet via CSV (a file formatted with comma separated values)

Events

• Displays additional information

Import

• Import a list of leads to the Sheet via CSV. (a file formatted with comma separated values)
• Once you have loaded the file you can choose the headers for each column.
• Label the template you want to use. You can apply the template to lists later on as well when you import them.
• Click Import Data. You will see a confirmation screen with the number New, updated, and rejected leads.

Audit Log

• Complete view of any modifications to the sheet. Click in the Delta column to view more details.
  • Edits to columns 
  • Added or removed records
  • Dialed leads