Engage Voice | Performing actions on leads
If you wish to make changes to your lead’s dialing status, pass count, campaign assignments, and more, you can do so via a variety of lead ‘actions’ offered by the system. These actions are accessible via the Leads search (and API) and are available both for bulk lead management (via your Lead Search Results table) and individual lead management (via your lead’s Detail settings).
Available lead actions
Let’s discuss all your available lead actions.
- Reset Leads: This action resets your lead pass count to zero, sets the lead status to READY, and changes the next dial time to right now
- Cancel Leads: When you apply this action to your leads, they will not be dialed until you reverse the action either via API or the Leads search. This action changes the lead status from whatever it was prior to the action to CANCELLED. Please note that once you cancel a lead, there is no way to revert to (or access information about) the lead’s status prior to being cancelled
- Delete Leads: This action completely removes leads from the system. Please note: When you delete a lead from the system, the system deletes all lead data (including lead name, address, and any data provided in the Leads search). The system will, however, retain call data related to the lead (including UII, the agent who spoke with the lead, agent and system dispositions, talk time, etc.)
- Pause Leads: This action functions exactly as the Cancel Leads action does — the only difference is in the name, which exists for differentiation purposes. You can categorize a lead as PAUSED if you don’t wish to dial them right now, but you would like to indicate that you might wish to dial them at some point in the future
- Ready Leads: This action changes the lead’s current status to READY, making the lead available to dial. This action will not change the lead’s pass count or the lead’s next scheduled dial time
- Create Manual Pass: This action adds one manual pass count and agent disposition update to the selected lead(s). See Configuring a manual pass via the Leads search for instructions on how to further configure this action
- Move to List: This action moves your leads to a campaign and lead list of your choice. See Moving leads to a new list via the Leads search for instructions on how to further configure this action
- Set/Cancel Scheduled Callbacks: This action allows you to set or cancel scheduled callback for the selected leads. See Modifying lead callbacks via the Leads search for instructions on how to further configure this action
- Reserve/Unreserve for Agent: This action allows you to set or cancel agent-specific callbacks for the selected leads. See Modifying reserved agent callbacks via the Leads search for instructions on how to further configure this action
- Email Data File: This action allows you to email a downloadable ZIP file of the lead list results to one or more email addresses (for multiple addresses, separate each with a comma). Please note that the email will contain a download link that expires within 24 hours
- Suppress Leads: When you apply this action to your leads, they will not be dialed until you reverse the action either via API or the Leads search. This action does not change a lead’s status from whatever it was prior to the suppressing action. This simply allows you to stop a lead from being dialed while maintaining their current lead status
- Unsuppress Leads: Apply this action to your leads to reverse the Suppress Leads action discussed above. This action will simply revert a lead’s status back to whatever it was before it was suppressed
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