Engage Voice
Configuring a manual pass via the Leads search
If you wish to change the disposition an agent has applied to one or more leads — and/or if you wish to increase a lead’s pass count, you can do so via the manual pass option in the Leads search.
You can manually increase a lead’s pass count in increments of one, and you can do so either in bulk (via your Lead Search Results table) or individually (via a lead’s Detail settings). The same process applies to changing a lead’s agent disposition.
To change a lead’s agent disposition or manually increase lead pass count, take the following steps:
1. Navigate to Dialing > Leads via the left nav bar
2. Use the search filters to find your lead(s). If you wish to add the pass to a single lead, click into that lead’s Detail profile
3. Select the Create Manual Pass option from the Select Next Action dropdown list
4. Click the Begin button to view your configuration options
5. Enter a disposition for the pass in the Disposition field
6. Select whether or not you wish to Requeue the lead(s)
7. Select whether or not to add the lead(s) to your internal Do Not Call list
8. Choose the number of minutes you’d like to apply as a Pass Delay
9. Decide how to handle lead history via the Merge to Original setting
10. When you’re ready, click the Create Manual Pass button at bottom right to save your changes and exit the modal window
Once you’ve reached the Perform Manual Pass modal window, you’ll see the settings mentioned in the steps above. Let’s take a deeper look at each of those settings now.
- Disposition: Enter a disposition to apply to this pass (this is a required field)
- Requeue: Select an option from the dropdown menu (this is a required field)
- Yes, requeue: Select this option if you wish to requeue the selected leads once the pass is applied
- No, do not requeue: Select this option if you do not wish to requeue the selected leads once the pass is applied
- Do Not Call: Select an option from the dropdown menu (this is a required field)
- Yes, add to internal DNC: Select this option if you wish to add the selected leads to your internal DNC list
- No, do not add to DNC: Select this option if you do not wish to add the selected leads to your internal DNC list
- Pass Delay (minutes): Select the minimum number of minutes the system should wait before dialing the selected leads again. Please note that this setting will override the pass disposition delay that is configured on the disposition selected (this is a required field).
- Merge to Original: Select an option from the dropdown menu (this is a required field)
- Yes, merge all data to original: If the lead in question was copied from another campaign, you can use this option to merge the lead’s history back to the original (source) campaign
- No, do not merge: Select this option if you do not wish to merge a copied lead’s history back to the original (source) campaign
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