Creating a Lead Type
Learn how to create a lead type to automatically create leads associated to skills.
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 Leads app
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Click the icon App (
)
in the bottom left corner of the CCAS desktop. -
Scroll down until you see section Management.
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Select Leads to open the Leads app.
2. Create a lead type
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Click New lead type in the bottom left corner of the Leads app.
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Fill the lead type information in the New lead type window:
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NAME: Enter a name for the lead type. For example,
Tablets. -
LEAD CLOSE CLAUSE: Select the clause to close the lead. For example,
Period or sale event.
Note that for now, there is only one option available. -
Lead period settings:
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PERIOD: Enter the number of periods that allow Engagement Cloud to maintain the lead opened. For example,
3. -
PERIOD TYPE: Select the unit for the lead period. For example,
Hours. -
INTERACTION DATE: Select the date to use as reference for calculating the lead period. For example,
First.
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Click Save in the bottom left corner of the New lead type window.
Result
Engagement Cloud creates the lead type and shows it in the lead types list in the Leads app. You can now associate skills to this lead type to start creating leads.
Note that you can activate or deactivate a lead type. You cannot delete a lead type.
If the lead type has associated skills, you cannot deactivate the lead type.