Associating a Skill with a Lead Type
Associate a skill with a lead type to start creating leads.
Prerequisites
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Ensure the user has:
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Permissions to use the Contact Center and Analytics Studio (CCAS).
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Group Supervisor or Manager role.
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Ensure the user is logged in to the CCAS.
TIP: Open the CCAS while following this how-to guide.
Steps
1. Open the Teams app
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In the bottom left corner of the CCAS desktop, click the App icon (
) -
Scroll down until you see section Management.
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Select Teams to open the Teams app.
2. Associate a skill with a lead type
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Click on a team. For example,
Support. -
Click the Skills tab.
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Click on a skill to edit it. For example,
Chat - EN - UK.
Chat - EN - UKis the skill that groups operators who handle chat interactions in English from UK. -
Scroll down until you find the LEAD TYPES section.
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Select the default lead type from the dropdown menu. For example,
Tablets. -
(Optional) Click Add lead to add another lead type. For example,
Mobile phones. -
Click Save in the top right corner of the Teams window.
Result
After clicking Save, you can open the Leads app and view
Chat - EN - UK associated with Tablets and Mobile phones
lead types. You can also filter by associated skill.
Every time a visitor contacts the Chat - EN - UK skill, Engagement
Cloud creates a lead of type Tablets, because Tablets is the
default lead type. However, the operator can change the lead type to
Mobile phones. If the visitor already has an open lead, Engagement
Cloud registers the contact in the opened lead.
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If the visitor makes a conversion, Engagement Cloud closes the lead after the conversion.
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If the visitor never makes a conversion, Engagement Cloud closes the lead after 7 days.