Engage Voice | Managing leads and lead information

Last updated on June 30, 2021

Managing leads in bulk

Managing individual leads via lead details

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

Click on the Select Next Action dropdown menu located above the Lead Search Results table to the right.
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).
Once you’ve selected an action, click the Begin button to the right of the dropdown menu.
A 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.
Confirm your changes to close out of the window.

Managing individual leads via lead details

The Lead Detail 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.

Click the Detail pencil and paper icon at far right of any lead in the Lead Search Results table.
Click on the Select Next Action dropdown menu located at bottom left of the window that appears.
Select an action from the dropdown menu that you would like to apply to that individual lead.
Once you’ve selected an action, click the Begin button to the right of the dropdown menu.
Depending on the action you selected, a window will appear with a set of configuration settings (we’ll go over those in a moment). Configure your settings as needed.
Save your changes to exit the Lead Detail window.

The Lead Detail 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).

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.

Managing lead info

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 (in seconds) 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 (in seconds) 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

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 window contains a number of different lead-related fields you can edit as needed.

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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Engage Voice | Managing leads and lead information

Table of contents

Managing leads in bulk

Managing individual leads via lead details

Managing lead info

Managing lead pass info

Editing lead details via the Leads search

Editing lead phone information

Editing lead properties