Viewing Lead Analytics
Access lead data across multiple analytics panels to measure performance and conversions.
Prerequisites
-
Ensure the user has:
-
Permissions to use the Contact Center and Analytics Studio (CCAS).
-
Group Supervisor or Manager role.
-
-
Ensure the user is logged in to the CCAS.
-
Ensure at least one dashboard has been created in the CCAS.
TIP: Open the CCAS while following this how-to guide.
Available lead data sources
Lead information is exposed across the following analytics surfaces:
-
Contact and Event panels: Expose the following lead information fields, available under the Lead information section of the panel configuration: Lead type, Lead number, and Lead status.
-
List panels: Expose a full set of lead information fields, available under the Lead information section of the panel configuration: Lead number, Lead type, Lead status, Creation date, Sale Date, Closing date, Total associated contacts, Sale, RGUs, Duration, Channel, Provider, and Time to conversion.
-
Metric panels: Aggregate lead metrics such as number of open leads, closed leads, and leads closed with sales.
All lead data sources are also available for dashboards and data exports.
Steps
1. Create a lead analytics panel
-
Click the dashboard icon
. -
Select a dashboard. For example,
Leads. -
Click ➕ in the bottom right corner of the dashboard.
-
Select the panel type. For example,
Metric Panel. -
Enter the panel information in the Configuration window:
-
PANEL NAME: Enter a name for the metric panel. For example,
Lead Metrics. -
SOURCE DATA: Select
Leadsfrom the dropdown menu.
-
-
Click Save and Close.
Result
After clicking Save and Close, the panel with lead information appears. By default, a metric panel shows the following metrics:
-
# Leads
-
# Closed leads with sales
-
# Open Leads
-
# Closed Leads
You can add more metrics, filter by lead type or status, and combine the Leads data source with other data sources. You can also create listing panels to browse individual leads and aggregation panels for grouped analysis.