Archive for February 2014

New Feature – Scoring Quick Actions

February 20, 2014

The Quick Actions report provides a complete overview of who made updates to records.  Now, in addition to seeing what happened with the records you can also add a weighted value to those quick actions so that you can gain insight into how the activity of each user is impacting your business when you run the new Quick Action Score Report.  This is a powerful tool.

To add a score to each quick action you’ll need access to Administration and Customize Pages.  From there simply click on the ‘Define Click Actions’ link when you are customizing the Quick Actions and you’ll see the ability to add a score to each Quick Action using a drop down menu.

Quick Action Scoring

Quick Action Scoring

In this example:

  • A call attempt is worth 1 point
  • A contact is worth 2 points
  • A presentation is worth 5 points

Here’s an example of the Quick Action Score Report.  These two people may have made the same number of calls but one clearly provided more value.

Quick Action Score Report

Quick Action Score Report

New Feature – Reporting for Time Spent on Records

February 20, 2014

The Quick Actions report provides a complete overview of who made updates to records.  Now, in addition to seeing what happened with the records via the Quick Actions report you can also see how long each user was on each record using the Quick Actions Detail Report.

Many people use LeadMaster in a customer service / call center environment.  They find the Quick Actions perfect for use as dispositions for a record because you can make them mandatory and the reporting is both flexible and comprehensive.  Now in addition to seeing how each record was dispositioned you also get the time on each record and the total time for each caller.  Comparing the total time in the records to the total talk time from the phone system gives an excellent indication of overall caller productivity.

Quick Actions Detail Report

Quick Actions Detail Report

Sorting on total record time and/or total talk time allows you to drill down into the records that took the most time to understand what transpired with that contact / conversation.

New Feature – Home Page Accordions & Menu Visibility Control

February 18, 2014

If you have access to Administration and Logon Management you are now able to control the visibility of the Home Page Accordions and Top Banner Menu using convenient checkboxes.

The home page accordions provide access to the following areas:

  • Events / Callbacks
  • Lead Center
  • Saved Searches
  • Saved Reports & Charts
  • Recent Items
  • Tasks
  • Cases
  • Smart Queue

To give you additional control over what each user sees and has access to, each of these can be enabled / disabled for individual users.

Home Page Menu-Accordion Control

Home Page Menu-Accordion Control

You can also turn the top banner menu on and off for Accounts, Contacts & the Main Search Engine using these controls.

New Opt Out Rules

February 14, 2014

Clicking the ‘out out’ link at the bottom of a lead nurturing or email marketing email will set the email marketing permission for that user to ‘opt out’.  Opting out of one lead nurturing track now opts out of all lead nurturing and opts out of e-marketing as well.

  1. If a contact opts out of a lead nurturing track, they are opted out of all lead nurturing tracks and the contact email marketing permission is set to “opt out”
  2. If a contact’s email marketing permission is set to “opt out”, they cannot be added to a lead nurturing track (via workflow automation or “add to lead nurturing track” features)
  3. If a contact’s email marketing permission is set to “opt out” (via update contact dialog or “update contacts” feature), the contact is opted out of all lead nurturing tracks

If there are duplicate contacts with the same email address, only the contact that was opted out will be opted out.  The duplicate that was not opted out can still receive lead nurturing email and email marketing email.