Engage Voice | Managing leads and lead information

Once you’ve searched for and found your leads and have a refined list in your results table in the Leads search, you can move, modify, and configure these leads via a variety of available actions. You can manage these leads in two ways — in bulk and individually.

Managing leads in bulk

If you wish to apply changes to your list of lead results in bulk, you can do so by following the steps below.
1. Click on the Select Next Action dropdown menu located above the Lead Search Results table to the right 
2. Select an action from the dropdown menu that you would like to apply to all leads listed in your search results (we’ll talk about managing each lead individually below)
3. Once you’ve selected an action, click the Begin button to the right of the dropdown menu
4. A modal window will appear with a set of configuration settings that will differ depending on the action you selected (we’ll go over configuration settings for each action later in this article). Make the appropriate changes to the settings provided
5. Confirm your changes to close out of the modal window
Now that you know how to edit leads in bulk, let’s go over editing individual leads.

Managing individual leads via lead details

If you’d like to make changes to each lead individually, you can do so by clicking into any lead’s details via the Detail setting located at far right in the Lead Search Results table. 

The Lead Detail modal window allows you to click through your entire list of leads (via back and forward arrow buttons at the bottom of the window), and make changes to each lead individually.
 
To make changes to individual leads in your list of lead results, follow the steps below.
1. Click the Detail pencil and paper icon at far right of any lead in the Lead Search Results table
2. Click on the Select Next Action dropdown menu located at bottom left of the modal window that appears
3. Select an action from the dropdown menu that you would like to apply to that individual lead
4. Once you’ve selected an action, click the Begin button to the right of the dropdown menu
5. Depending on the action you selected, a modal window will appear with a set of configuration settings (we’ll go over those in a moment). Configure your settings as needed 
6. Save your changes to exit the Lead Detail modal window
The Lead Detail modal window also contains three tabs at upper left that allow you to edit (Edit Lead) and view (Lead Info) information associated with that lead, as well as view any lead passes (Lead Pass Info).

Managing lead info

The Lead Info section contains the following lead information, along with any other custom lead data fields you may have associated with the lead:
  • Lead Id: The lead’s unique identification number
  • Name: The lead’s name
  • Lead Status: The lead’s dialing status
  • Next Dial Time: The next time the lead is scheduled to be dialed
  • Suppressed: This field indicates whether or not the lead has been suppressed
  • State DTS: The date and time the lead state was last updated in the system
  • Last Pass Time: The date and time of the lead’s last pass
  • Last Pass Disp: The disposition resulting from the lead’s last pass
  • Lead Phone(s): The lead’s phone number
  • Extern Id: The lead’s external identification number
  • Caller Id: The Caller ID assigned to this lead
  • Timezone: The lead’s timezone
  • Lead Passes: The lead’s current pass count
  • Aux Data fields 1-5: Any auxiliary data associated with the lead
  • Aux Phone: The lead’s auxiliary phone number
  • Address: The lead’s address
  • Email: The lead’s email
  • Gate Keeper: This field can contain either information on the lead’s gate keeper or additional lead auxiliary data
  • Speed to lead agent connection: This field indicates the amount of time that has passed between a lead first being loaded into the system and when that lead was connected to an agent
  • Speed to lead first pass: This field indicates the amount of time that has passed between a lead first being loaded into the system and when the first attempt was made to dial the lead
  • Lead upload date: The date and time the lead was uploaded to the system
  • List Description: The description of the list the lead was uploaded in
  • List Loaded By: The name of the admin user who uploaded the lead list
  • List Loaded On: The date and time the list was uploaded to the system
  • Last Pass Agent: The name of the agent who made the last pass on the lead
  • Reserved Agent: The name of any agent reserved for the lead

Managing lead pass info

The Lead Pass Info section contains a table with information on an individual lead’s passes (each pass is described in its own row). It contains the following columns:
  • Pass UII: The UII for each pass
  • Phone: The lead’s phone number
  • Pass DTS: The pass’s date and time stamp (when the pass occurred)
  • Disposition: The system disposition for the pass
  • Call Start: The date and time the call began
  • Duration: The duration of the call (in minutes)
  • Agent: The agent associated with the pass
  • Agent Disp: The disposition created by the agent for this pass
  • Agent Notes: Any notes the agent inserted into the disposition

Editing lead details via the Leads search

The Edit Lead section in the Lead Detail modal window contains a number of different lead-related fields you can edit as needed. See below for a list of settings provided in each section.

Editing lead phone information

The Lead Phone Edit section allows you to edit fields directly related to the lead’s phone number. These include the following:
  • Lead Phone: Lead’s phone number
  • De-dupe List: This field contains information on list load options and is not available for editing
  • Timezone: This field contains information on list load options and is not available for editing

Editing lead properties

The Lead Properties Edit section allows you to edit additional lead data fields that include the following:
  • First Name: Lead’s first name
  • Middle Name:  Lead’s middle name
  • Last Name: Lead’s last name
  • Title: Lead’s title
  • Suffix: Any suffix associated with the lead
  • Timezone: Lead’s timezone 
  • Address 1: Lead’s address
  • Address 2: Second address for lead
  • City: Lead’s city
  • State: Lead’s state
  • Zip: Lead’s zip code
  • Email: Lead’s email
  • Gate Keeper: Lead’s gate keeper (or additional data)
  • Aux Data fields 1-5: Any auxiliary data associated with the lead
  • Aux Phone: The lead’s auxiliary phone number
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