Estimated Completion Time: How long it is expected to take before the lead is completed, measured in minutes, hours, days, weeks, months, years

Importance Level: The Importance Level that the Lead should automatically be set to for each Lead Type. The Importance Levels are standard and pre-defined in the System but Users can define supported Levels, their labels and the default Level, through the Lead Definitions.

Priority Level: The Priority Level that the Lead should automatically be set to for each Lead Type. The Priority Levels are standard and pre-defined in the System but Users can define supported Levels, their labels and the default Level, through the Lead Definitions.

This area is used to designate the configurations that will be available for use with each type of lead.

At least one status must be selected per life cycle state which must also be set as default.

If nothing is specified for categories, physical goods, services and activity types then all are available.

The initial status of the entity. There can only be one initial status and it must be included if allowed statuses are defined.

The series of predetermined status changes which a lead can progress through.

Each entry consists of the following:

• Status: the current status on a lead
• Destination Status: the status that can be selected after the current status. One or more can be defined.
• Allowed Organisational Units: Used to authorise specific units or users to make the transition.

Defines the Types of leads that can be used while creating new leads.

Automatically convert a lead to a customer when won.

If enabled, the system will create an accounts receivable (if one is not present) if the lead's life cycle state is updated to 'won'

Account Classification: Select the classification which will be assigned on the created accounts receivable

Credit Rating: Select the credit rating which will be assigned on the created accounts receivable.

Priority levels set on leads can help during the planning phase as leads with higher priority are processed sooner.

 Create a label for priority ranging from '1' to '10' and select which ones should be available for selection when creating a new lead

Importance levels set on leads can help identify the critical ones so that agents give them special attention during processing.

Create a label for Importance ranging from '1' to '8' and select which ones should be available for selection when creating a new lead

The details of the customer that reported the issue. 
The contacts cannot be changed once the request is saved but their details can be updated.

Type determines the attributes available for leads and their default values

Category is a label which describes the type of the lead.  For example, business partner, customer

Priority Level determines the priority that will be given for the processing of a Lead

Importance Level:

Probability to Win (%): Define the likelihood of winning the lead which can vary from 0 to 100. Lower probability percentages can be used as indicators for greater effort.

Target Amount: The amount that is predicted to be gained if the Lead is 'Won'.

Lead Source: Select the source through which the lead was introduced or proposed to the company, through the lead source list which is defined in the lead definition.

Lost Reason: Select from the list the reason for which the lead was lost.

Contact Email Address is the electronic address to which all communications will be sent. It can be typed by the agent or selected from a list of available contact addresses.

Contact Phone is the phone number used to communicate with the contact.  It can be typed by the agent or selected from a list of available phone numbers.

The dates and time frames that are relevant to the lead:

Start Date: The date on which the request was first saved.

Estimated Completion Time: The difference between the start date and expected completion date.

Expected Completion Date: The difference between the start date and expected completion date. It is editable and measured in minutes, hours, days, weeks, months, years.

Time to Completion: The time left up to the expected completion date. This information is dynamically calculated and updated based on the current date and the expected completion date.

Time Overdue: The time past the expected completion date, calculated dynamically based on the expected completion date and the current date.

Actual Completion Date: The date on which the lead life cycle state is set to 'Completed'.

Physical Goods Interested In & Services Interested In

A list of physical goods and services for which interest was expressed by the lead. For each product you can provide additional notes which may be related to changes or extra information requested by the lead, that may be useful when the lead is handled by other agents.

A list of users that are part of the team that is working on the Lead.

Define the competitors that can reach the same lead with the same objective.

Status: The status of the lead also defines its life cycle state and allows you to progress the lead. To update the status of a lead to a status of a different life cycle state you can do so by the usage of lead actions. i.e. Win Lead, Lost Lead. To change the status to another status of the same life cycle state you can do so by just EDITING the lead.

Life Cycle State: The progression of steps of a lead from the time it is created until it is completed.  For example, in order to be able to provide a lost reason its status must be updated to one that has a 'Lost' life cycle state. The state of the lead depends on the selected status set in the 'status configuration'; it is not manually set by the user. The allowed states are the following:

• Pending
• In progress
• Lost
• Won
• Cancelled

Shared Notes: Use this section to record information regarding the lead. Every time the notes are updated the time and the name of the agent are registered.

Owned by Group:  Refers to the group that is responsible for handling the lead. The group defaults to that of the currently signed in user or it is automatically set based on the geographical area of the contact. Refer to Groups for more information.

The unit and/or user responsible for dealing with the lead.

The user field may be left empty, in which case users from the defined unit will be able to accept the lead Refer to the Accepting Lead Action.

Actions: Used to progress a lead through its life cycle state.. For example, an agent can check for the coverage of a malfunctioning Roku box and plan a job for a replacement through the same page.

• Start Progress
• Win Lead
• Lost Lead
• Cancel Lead
• Schedule an Activity:  Opens the activity Data Entry page in a modal window in order to schedule additional necessary actions.
  
  

View History: A link that provides additional information related to the lead

• Communications: A list of all the communications with the lead defined in the 'Referring To' field.

• There is an active definition.
• The action is allowed in the security profile of the logged-in user.
• The logged-in user has access to the lead type, designated in the type's 'Allowed Organisation Units'.

• Life cycle state must be 'Pending','In Progress'

• Once a lead is created the related contact, account and lead type cannot be changed.

• Life cycle state must be 'Pending'.
• The lead is not completed.
• There are no scheduled activities which are not completed, deleted or cancelled.

Life cycle state is 'Pending'

All mandatory information is specified

Life cycle state is 'Pending' or in 'Progress'

There are no scheduled activities which are not completed, deleted or cancelled.

Life cycle state is 'Pending' or in 'Progress'

There are no scheduled activities which are not completed, deleted or cancelled.

Life cycle state is 'Pending' or in 'Progress'

There are no scheduled activities which are not completed, deleted or cancelled.