Mapping is simply a way to tell the system where in your lead list to find the data it’s looking for, whether that’s a lead’s phone number for dialing purposes or inserting a lead’s name into a script
for the agent to see upon call connection.
The system contains a number of ‘destinations,’ which are the system’s version of standard data point names that you will use to map your lead list. When you map your lead data upon list load, you’re basically just pointing to a column of information (a ‘source’) on your lead list, and then choosing a term — that is, a ‘destination’ (which is provided by the system) — that you wish to link to that information.
For example, if you select First Name from the Destinations list, you’ll probably want to select the column in your lead list that contains each lead’s first name. The system can then use that First Name destination (which is now mapped to the data in the First Name column of your lead list) to consistently provide a lead’s first name anywhere you wish to reference it throughout the system.
You can map your lead information during the list loading process
. The upload list window that appears will display a few tabs for configuration — you’ll want to navigate to the Preview
tab for lead mapping options. Here, you’ll find a preview of your uploaded list alongside a list of the system’s standard destinations (this list can also contain custom
destinations, if you configure these separately).