Creating a Group
Create groups to organize the lead type list.
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. Create a group
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In the bottom left corner of the CCAS desktop, click the icon App (
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Scroll down until you see section Management.
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Select Leads to open the Leads app.
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Click … of the Groups entry in the left side menu of the Leads window.
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Select CREATE GROUP from the dropdown menu.
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Enter the GROUP NAME in the Rename group window. For example,
Mobile devices. -
Click Save in the bottom right corner of the Rename group window.
2. (Optional) Add lead types to the group
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Select a lead type from the lead type list. For example,
Tablets. -
Click … in the right side of the selected lead type.
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Select ADD TO GROUP from the dropdown menu.
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Click Select group in the ADD LEAD TYPE TO GROUP field.
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Select a group from the dropdown menu. For example,
Mobile devices.
3. (Optional) Filter lead types by group
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Click > Groups in the left side menu of the Leads app.
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Check the groups that you want to view. For example,
Mobile devices.
Result
After creating a group, you can add lead types to the created group. If you select the group, the Leads app shows only the lead types belonging to the group.