Estimated Completion Time: How long the processing of a lead is expected to take before it is completed (measured in minutes, hours, days, weeks, months and years).

Importance Level that the leads of each type should automatically be set to. The levels are pre-defined in the system.  Users can define which levels are supported, their labels and the default level, through the lead definitions.

Priority Level that the leads of each type should automatically be set to. The levels are standard and pre-defined in the system.  Users can define which levels are supported, 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 for each life cycle state and 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 that a lead can progress through.

Each entry consists of the following:

• Status: The current status of a lead.
• Destination Status: A status that can be selected after the current status.
• Allowed Organisational Units: Used to authorize specific units or users to make the transition.

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

If Enable Automatic Conversion is checked, the system will automatically create an accounts receivable when the lead's life cycle state is updated to 'Won' (if an account does not already exist).

Account Classification: Select the classification that will be assigned to the newly created accounts receivable.

Credit Rating: Select the credit rating that will be assigned to the newly created accounts receivable.

Priority level is an instrument that can be used to determine the order in which leads are processed (helpful in the planning phase).

The higher its priority, the sooner a lead is processed.

Create a label for each priority level ranging from '1' to '10' and select which levels should be 'Supported' (available for selection) when creating a new lead.

Importance level is used to identify the leads that agents should give special attention to during processing.

Create a label for each importance level ranging from '1' to '8' and select which levels should be 'Supported' (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. E.g., physical person customer lead, organization customer lead, business partner lead.

Category is a label that describes the business classification of the lead.

Priority Level determines the order in which the lead will be processed.

Importance Level is used to identify the leads that agents should give special attention to during processing.

Probability to Win: Use a percentage value to define the likelihood of winning the lead. Lower values can be used to indicate greater effort is necessary.

Target Amount: The sum that is predicted to be gained if the lead is 'Won'.

Lead Source: Select a source from the list (defined in the lead definition) to indicate how the lead was introduced to the company.

Lost Reason: Select from list.

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.

Start Date: The date on which the lead 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 and 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 products for which the lead expressed interest. Additional notes provided for each product regarding questions or information requested by the lead may be useful when the lead is handled by different agents.

A list of the users working on the lead.

Define the competitors with the same objective and access to your lead.

Status: The status of the lead also defines its life cycle state and allows you to progress the lead.

Lead actions are used to update the status of a lead to one of a different life cycle state (Win Lead, Lose Lead). EDIT the lead to change its status to another status of the same life cycle state.

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 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 is 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 a Lead Action.

Actions: Used to progress a lead through its life cycle state.

• Start Progress
• Win Lead
• Lose 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 must be an active definition.
• The action must be allowed in the security profile of the logged-in user.
• The logged-in user must have access to the lead type, designated in the type's 'Allowed Organisational Units'.

• Life cycle state must be 'Pending' or '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 must not be 'Completed'.
• All activities that were scheduled for the lead are now completed, deleted or canceled.

Life cycle state must be 'Pending'.

All mandatory information must be specified.

• Life cycle state must be 'Pending' or in 'Progress'
• All activities that were scheduled for the lead are now completed, deleted or canceled.

• Life cycle state must be 'Pending' or in 'Progress'
• All activities that were scheduled for the lead are now completed, deleted or canceled.

• Life cycle state must be 'Pending' or in 'Progress'
• All activities that were scheduled for the lead are now completed, deleted or canceled.