Leads Agents
Leads Agents are outbound sales agents who can be assigned leads (customers).
Creating a Leads Agent
When creating a user, set the Access Level to Leads Agent.
Leads Agents are generally granted the Order Details report as well as the Customer Service and Order Entry pages.
Leads Agent Dashboard
Leads Agents are automatically redirected to the Leads Agent Report upon login, which shows a list of their assigned leads and the 10 most recent customer history entries across their assigned customers.
The Resolve button allows agents to resolve the lead without completing a sale.
The Leads Agent is able to choose a disposition from those setup as Sales Dispositions in the Call Dispositions section of the Call Centers page.
Assigning Leads to Leads Agents
Assigned Leads Tab on the Users Page
From the Users Page Assigned Leads Tab, currently assigned leads can be viewed with the option to Unassign the lead.
To assign a new lead (partial orders only), click the green plus button.
The User field has a selection of all Leads Agent users.
The Lead to Assign field has a selection of customers with the most recent orders in Partial status.
Click Assign.
Order Details Report Batch Update
Enable the Show Leads Agent option on the Order Details Report to display a column with the currently assigned Leads Agent for the order's customer.
Click show/hide batch updates.
Select the orders to be assigned.
Select the Leads Agent to assign.
Click Assign Leads.
Account Settings Options
Allow Leads Agents to View Non-Partial Orders
By default, Leads Agents are only able to view orders in partial status in reports. This option allows Leads Agents to view non-partial orders in reports. Example: You want your Leads Agents to contact a customer with a completed order in order to upsell them.
Lock Leads Agents to Assigned Customers
Only allow Leads Agent users to view customers assigned to them. Leads can be assigned to Leads Agent users via the Assigned Leads tab on the Users page or via the Order Details Report batch update. Leads Agents will only be able to view their assigned customers in reports and the Customer Search. The Leads Agent will be redirected back to the Customer Search page if they attempt to view a customer not assigned to them or one that has been resolved for over an hour.
Last updated