Viewing Lead Information in the ByCard
Managers and supervisors can view all contacts associated with a customer grouped by their lead directly in the ByCard. This gives managers and supervisors full context about the customer's ongoing and past interactions.
Prerequisites
-
Ensure the user has:
-
Permissions to use the Contact Center and Analytics Studio (CCAS).
-
Manager or Supervisor role.
-
-
Ensure the user is logged in to the CCAS and handling an active interaction.
How it works
When a manager or supervisor opens the ByCard for a customer, the contact card is shown by default with the active contact details. To view lead information, the active contact must first be closed.
After closing the contact by clicking the minus icon in the top right corner of the contact card, the ByCard displays all contacts associated with that customer, grouped by lead. Each lead group shows:
-
The lead type name and lead number. For example,
Demo test - 14. -
An icon on the left side of the lead row showing the number of contacts associated with that lead. The icon color indicates the lead status:
-
Green: The lead was closed and converted.
-
Grey: The lead was closed and not converted.
-
Blue: The lead is still open.
-
-
Contacts with no associated lead appear under a No associated lead group at the bottom.
Expanding a lead group shows all individual contacts associated with that lead, including the operator name, date, and time of each interaction.
Steps
1. Open the ByCard
-
Open the ByCard for the customer you want to review.
-
The contact card opens by default showing the active contact details.
2. Close the active contact to view leads
-
Click the minus icon in the top right corner of the contact card.
-
The contact card closes and the ByCard now displays all contacts grouped by lead.
3. Review lead status and contacts
-
Check the icon on the left of each lead row to see the number of associated contacts and the lead status through its color: green for converted, grey for closed without conversion, and blue for open.
-
Click a lead row to expand it and see the individual contacts associated with that lead.
-
Each contact shows the operator name, date, and time of the interaction.
| The ByCard view is read-only. Lead type assignment is managed through the Rules tab in the Leads app. |