leaddesk admin manuallogin.leaddesk.com/files/leaddesk_admin manual.pdf · 7 2.4 campaign features...
TRANSCRIPT
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LeadDesk Admin Manual
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Table of Contents
1. SOFTWARE INSTALLATION ............................................................................................................................ 4
2. OVERVIEW ..................................................................................................................................................... 5
2.1 In general ................................................................................................................................................. 5
2.2 Agent ....................................................................................................................................................... 5
2.3 Agent group ............................................................................................................................................. 6
2.4 Campaign ................................................................................................................................................. 7
2.5 Activity log ............................................................................................................................................... 7
2.6 Calls .......................................................................................................................................................... 8
2.7 Callbacks .................................................................................................................................................. 9
2.8 Deals ........................................................................................................................................................ 9
2.9 Search .................................................................................................................................................... 10
2.10 Work slips **Extra feature that must be ordered separately** ......................................................... 11
3. REPORTS ...................................................................................................................................................... 11
3.1 In general ............................................................................................................................................... 11
3.2 Making a report ..................................................................................................................................... 12
4. CAMPAIGNS ................................................................................................................................................. 13
4.1 In general ............................................................................................................................................... 13
4.2 Creating a campaign .............................................................................................................................. 14
4.3 Edit campaign ........................................................................................................................................ 15
4.4 Delete campaign (DO NOT USE UNLESS IT IS TOLD OTHERWISE) ......................................................... 15
4.5 Important ............................................................................................................................................... 15
5. AGENT GROUPS ........................................................................................................................................... 16
5.1 In general ............................................................................................................................................... 16
5.2. Creating agent group ............................................................................................................................ 17
5.3 Edit agent group .................................................................................................................................... 17
5.4 Delete agent group (DO NOT USE UNLESS IT IS TOLD OTHERWISE) ..................................................... 17
5.5 Important ............................................................................................................................................... 18
6. AGENTS ........................................................................................................................................................ 19
6.1 In general ............................................................................................................................................... 19
6.2. Creating agent ...................................................................................................................................... 20
6.3 Edit agent ............................................................................................................................................... 20
6.4 Delete agent (DO NOT USE UNLESS IT IS TOLD OTHERWISE) ................................................................ 21
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6.5 Important ............................................................................................................................................... 21
6.6 Agent access rights ................................................................................................................................ 21
7. CONTACT LISTS ............................................................................................................................................ 22
7.1 In general ............................................................................................................................................... 22
7.2 Creating contact list ............................................................................................................................... 23
7.3. Phonenumbers’ appearance ................................................................................................................ 26
7.4 Edit contact list’s name ......................................................................................................................... 26
7.5 Delete contact list (DO NOT USE UNLESS IT IS TOLD OTHERWISE) ....................................................... 26
7.6 Contact list circulation ........................................................................................................................... 27
8. OBJECTIVES .................................................................................................................................................. 28
8.1 In general ............................................................................................................................................... 28
8.2 Creating new objective .......................................................................................................................... 29
8.3 Edit objective ......................................................................................................................................... 30
8.4 Delete objective (DO NOT USE UNLESS IT IS TOLD OTHERWISE) .......................................................... 30
8.5 Important ............................................................................................................................................... 30
9. GENERAL SETTINGS ..................................................................................................................................... 31
9.1 In general ............................................................................................................................................... 31
9.2 Activity Management ............................................................................................................................ 31
9.3 Creating activity ..................................................................................................................................... 32
9.4 Edit activity ............................................................................................................................................ 32
9.5 Delete activity (DO NOT USE UNLESS IT IS TOLD OTHERWISE) ............................................................. 32
9.6 Customer Site ........................................................................................................................................ 33
9.7 Message Templates ............................................................................................................................... 33
9.8 Creating template .................................................................................................................................. 33
9.9 Contact Management ............................................................................................................................ 34
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1. SOFTWARE INSTALLATION
Minimun requirements
Windows OS
Internet Explorer 8 browser (or more recent)
Internet connection on
PIN code off from SIM card
SIM card must have call forwarding on to all incoming calls
Headset where voice settings are checked from the control panel
When the SIM card is ready you can install it to the USB-modem
1. LEAD DESK
1. Download the software from download.leaddesk.com/setup308.exe (username: cdb, password:
install)
2. Install the program by clicking “accept” or “ok” in each step
2. MODEM INSTALLATION
1. Set the modem to the computer’s usb slot
2. DO NOT install anything that opens up automatically after step one. Close the pop-up window.
3. Dowload file download.leaddesk.com/x64.zip (username: cdb password: install) and extract it to some
file (for example make a new file ”x64” on your desktop so it is easy to find)
4. Install DataCard_Setup64.exe (if your Windows is 64 bytes) or DataCard_Setup.exe (if your Windows is
32 bytes) from the file you created in step three. (NB! 64 byte setup cannot be installed on 32 byte
Windows the computer gives an error message which prevents the wrong type of installation.
Therefore, if you are not sure about your Windows (32 or 64?) you can try to install the 64 first and if
the error report appears, you must install the 32 version.
5. DO NOT open the ”Mobiililaajakaista” application. At the end of the installation tick off the box that
says ”Avaa mobiililaajakaista”.
6. After the installation (about 10-60 s. after) Windows starts to find drivers for the modem (5-6 pieces,
shown next to clock in your Windows taskbar). After these are all installed (happens automatically) the
device is ready for use. If nothing happens start DataCard_Setup.exe again.
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NB!
When using LeadDesk the ”Mobiililaajakaista” –application must be inactive at all times. You should
never start it. You can even delete the shortcut from your desktop.
You should not change your modems between computers. The modem should always be in the
SAME usb-port where it was installed when using LeadDesk!
2. OVERVIEW
NB! The control panel for admin supports only Mozilla Firefox internet browser. You can download it here
for free: http://www.mozilla.org/en-US/firefox/fx/.
Every time you use the control panel use it within Firefox and write the address of the control panel:
http://login.leaddesk.com/ on the whole to the address line. This way you prevent the browser from using
old links that may lead to older versions of LeadDesk.
2.1 In general
What is this? Overview is basically a quick glance of today’s situation. You can explore current situation
within different fields like agents and deals.
When do I use this? You use overview when you want to check quickly how for example the agents are
doing at the very moment. You can also change calls to orders, listen to the recordings of the past calls and
search for a single phone call’s information.
What does it contain? Overview consists of elements as follows: Agent, Agent group, Campaign, Activity
log, Calls, Callbacks, Deals and Search
2.2 Agent
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FEATURES
1. Agent view by office. Choose an office you want to explore from dropdown menu.
2. Search agent. Write the name of the agent or a part of it to this text field.
3. Send a message. Send a message to an agent by clicking the envelope icon at the end of the line.
NB! The message will be visible on the agent’s front page until you erase it from the text field.
4. Display. Determine how many results you want per page.
EXPLANATIONS
Color codes. The best third of agents will be shown in green color and the worst third of agents will
be shown in yellow.
Success rate. Presentage that tells you how many of your final call were deals.
2.3 Agent group
FEATURES
1. Agent group view by office. Choose an office you want to explore from dropdown menu.
2. Search agent group. Write the name of the agent group or a part of it to this text field.
3. Send a message. Send a message to an agent by clicking the envelope icon at the end of the line.
NB! The message will be visible to all the agents in the agent group until you erase it from the text
field.
4. Display. Determine how many results you want per page.
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2.4 Campaign
FEATURES
1. Campaign view by office. Choose an office you want to explore from dropdown menu.
2. Search campaign. Write the name of the campaign or a part of it to this text field.
EXPLANATIONS
Numbers in contact list. Tells you how many contacts there was originally on the contact lists.
Numbers remaining. Tells you how many numbers you have left to call on your contact lists.
2.5 Activity log
FEATURES
1. Activity log by office. Choose an office you want to explore from dropdown menu.
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2. Search. Write the name of the agent or a part of it to this text field.
EXPLANATIONS
Last activity. Follows agent’s live status (Active calling, Passive etc.)
Starting time / Ending time. Follows agent’s log in and log out times.
2.6 Calls
FEATURES
1. Sort view. You can determine from dropdown menu which information you want to explore
(Campaign, Agent group, Agent etc.). After you are finished with your selections click “Use” to
activate them.
2. Listening to recordings. Click ”Link” –button to listen to the complete call recording.
3. Making an order. Create an order afterwards by clicking ”Create order” –button.
4. Change the call ending reason. Click call ending reason (shown as link) in the ”Result” –column to
change it.
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2.7 Callbacks
FEATURES
1. Private callback to public. By clicking dark blue arrow you can change private callback to public.
2. Trasfering callback to another agent. By clicking light blue double arrow you can address the
callback to another agent.
3. Delete callback. By clicking the ”red cross” –button at the end of the line you delete the
callback permanently.
2.8 Deals
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Features
1. Sort view. You can determine from dropdown menu which information you want to explore
(Campaign, Agent group, Agent etc.). After you are finished click “Use” to activate your selections.
2. Listening to recordings. Click ”Link” –button to listen to the complete call recording.
3. Edit order. Click ”View/Edit” –button to edit the order in question.
4. Delete order. By clicking ”Delete” –button you delete the order permanently.
2.9 Search
FEATURES
1. Search for a call, deal or customer. Search for desired call, deal or customer by writing a
customer’s name, phone number or company into text fields.
2. Delete phone number / customer. You can remove a single number or customer from calling list by
clicking “Delete phone number” link which is at the end of the each line under “Customer” –title.
3. View / Edit. You can view or edit order from the link at the end of the each line under “Orders” –
title.
4. Listen. You can listen to each call from the link at the end of the each line under “Calls” –title.
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2.10 Work slips **Extra feature that must be ordered separately**
You can also use LeadDesk as a basis of your agent’s salary. Work slips save the information needed
automatically from an agent’s computer. After this managers can edit basic salary, hourly wage, etc. More
information about this feature by calling to our customer service: +358 9 4289 1826 or by e-mailing:
3. REPORTS
3.1 In general
What is this? This page gives you tools to create different kinds of reports and statistics. You can form
reports by selecting different criteria. In addition you can determine a time interval for the search.
When do I use this? You use this function when you want to explore all happenings within LeadDesk
historically or for example when you want to see all the deals made from today in one document.
What does it contain? Reports include numerous useful report templates. All reports can be exported to
Excel (.xls format) from where it is easy to copy the information to your own reports.
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3.2 Making a report
1. Select from which campaign you want to generate the report
2. Determine a time interval for your report
3. Select other possible criteria from dropdown menus
4. Select report type from dropdown menu
5. When you have completed stages 1-4 choose a format for your report (Html, PDF, Excel) from
dropdown menu and click ”Show” to generate the report.
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4. CAMPAIGNS
4.1 In general
What is this? In campaign control you determine what kind of products are you selling and what questions
should you ask from a customer during a call. On top of that, you determine which agent groups start to
call the campaign through and what contact lists are they using. In campaign control you collect all the
element together that you need to accomplish the project or campaign.
When do I use this? You use campaign control every time you start a new campaign or when you want to
edit an existing one. You need to create a new campaign when:
you are selling the same product but you want to split the call material to different groups.
you are selling significantly different product portfolio than in existing campaigns.
In other cases you can edit the existing campaign by adding or removing attached agent groups and contact
lists.
What does it contain? In campaign control you can create a new campaign, copy existing campaign as a
template, edit the campaign or delete the campaign.
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4.2 Creating a campaign
1. Go to your control panel and choose CAMPAIGNS tab (previous page, upper picture)
2. Click the ”Create new”-button OR choose an existing campaign from dropdown menu to copy it
and click ”Copy” –button.
3. Write a desired name for your campaign in this field.
4. Choose an office where you want to create the campaign
5. Write a short description of the campaign
6. Choose the desired egent group(s) and contact list(s) by marking a tick in the box.
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7. Determine desired call methods. NB! If you want to use Semi-Automatic call method you must
tick the first and the last box.
8. Create call ending reasons here by clicking “Add” or copy an existing reason from the dropdown
menu. Name the reasons and determine whether it is returned to contact list when an agent
chooses the reason in question.
9. Create campaign by clicking ”Save” –button.
4.3 Edit campaign
1. Go to your control panel and choose CAMPAIGNS tab
2. Click the ”pen and paper” –icon at the campaign line you want to edit.
3. Edit desired fields
4. Save by clicking ”Save”
4.4 Delete campaign (DO NOT USE UNLESS IT IS TOLD OTHERWISE)
1. Go to your control panel and choose CAMPAIGNS tab
2. Click the ”red cross” –icon at the campaign line you want to edit.
3. Confirm by clicking ”OK” and cancel by clicking ”Cancel”.
4. Deleted campaign will be removed for good.
NB! Deleted campaign cannot be restored and you are not able to generate any reports of them afterwards!
4.5 Important
Campaign. You must name the campaigns consistently and as close to their real names as possible.
SMS confirmation. Before starting to use SMS confirmation you must contact the LeadDesk customer service.
Navigation. On the top of the campaign control you can determine which office’s campaigns are visible to you at the moment and how many campaigns are shown per page.
Search. Write here the name of the campaign or part of it to search a campaign.
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5. AGENT GROUPS
5.1 In general
What is this? In agent group control you can determine which agents belong to which agent group. Agent
group means a bunch of agents that are calling the same campaign and the same contact list.
NB! Agent can only be in one group at the time.
When do I use this? You use agent group control every time you want to create a new agent group or when
you want to change agents from one group to another.
What does it contain? In agent group control you determine the name of the group, short description and
the agents that belong to that group. You can also edit, create or delete groups.
FEATURES
1. Search. Write here the name of the agent group or part of it to search it.
2. Create new agent group. Create new agent group by clicking ”Create” –button.
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3. Edit agent group. Edit the desired agent group by clicking the ”pen-paper” –icon at the end of
the line.
4. Delete agent group. Delete the agent group by clicking “red cross” –icon at the end of the line
5.2. Creating agent group
1. Go to your control panel and choose AGENT GROUPS tab
2. Create new agent group by clicking ”Create” –button
3. Write the desired name for the group here
4. Choose an office for the group from the dropdown menu
5. Choose the desired agents by marking a tick in the box. NB! Only agents that are not attached to
any group are shown in this list! (Agents can be only in one group at the time).
6. When you are finished, create agent group by clicking ”Create” –button.
5.3 Edit agent group
1. Go to your control panel and choose AGENT GROUPS tab
2. Click ”Paper-Pen” –button at the end of the line
3. Edit desired fields
4. Save by clicking ”Save”.
5.4 Delete agent group (DO NOT USE UNLESS IT IS TOLD OTHERWISE)
1. Go to your control panel and choose AGENT GROUPS tab
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2. Click ”red cross” –button at the end of the line
3. Confirm by clicking ”OK” or cancel by clicking ”Cancel”.
4. Deleted group will be removed permanently.
5.5 Important
Navigation. On the top of the agent groups page you can determine which office’s agent groups are visible at the moment and how many groups are shown per page.
Search. Write here the name of the agent group or part of it to search agent group.
Deleting. Deleted agent group cannot be restored and you will not be able to generate any reports regarding the group in question.
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6. AGENTS
6.1 In general
What is this? In agentcontrol you can create usernames and passwords for agents to log in LeadDesk.
When do I use this? Normally you use agent control when you want to create a password and username
for new employee. You can also edit agents’ information for example when the agent changes office etc.
What does it contain? In agent control you determine name, username, password and office for the agent.
You can also edit existing agents’ information or delete agents.
FEATURES
1. Search. Write here the name of the agent or part of it to search it.
2. Create new agent. Create new agent by clicking ”Add new” –button.
3. Edit agent. Edit the desired agent group by clicking the ”pen-paper” –icon at the end of the
line.
4. Delete agent. Delete the desired agent by clicking the “red cross” –icon at the end of the line.
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6.2. Creating agent
1. Go to your control panel and choose AGENTS tab
2. Create new agent by clicking ”Create” –button
3. Fill up at least following information: Username, Password, Whole name and Office.NB! Do not
use white space, special characters or unusual letters (for example ö,ä,ü etc.) in agent whole- or
username!
4. Determine agent’s group selection rights
5. When you are finished click ”Create” –to create the agent.
6.3 Edit agent
1. Go to your control panel and choose AGENTS tab
2. Edit agent by clicking ”Pen-Paper” –icon
3. Edit desired fields
4. Save by clicking ”Save”.
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6.4 Delete agent (DO NOT USE UNLESS IT IS TOLD OTHERWISE)
1. Go to your control panel and choose AGENTS tab
2. Delete agent by clicking ”red cross” –icon
3. Confirm by clicking ”OK” or cancel by clicking ”Cancel”.
4. Deleted agent will be removed permanently and you cannot restore it nor generate any reports regarding the agent in question.
6.5 Important
Navigation. On the top of the agents page you can determine which office’s agents are visible at
the moment and how many agents are shown per page.
Search. Write here the name of the agent or part of it to search it.
Deleting. Deleted agent cannot be restored and you will not be able to generate any reports
regarding the agent in question.
6.6 Agent access rights
In agent access rights you can determine which campaigns the agent has in use. If there is a green tick-mark under the agent’s name then the agent has a full access. It means that he/she can see all the campaigns that are determined to the same office where the agent is working currently and also those campaigns that do not belong to any office.
Red tick-mark means that the agent only sees information about the campaign where he/she is currently working. When you click a tile that is in agent’s column and in campaign’s line you will select that current campaign to be visible to that certain agent. If you click the red tick-mark it will turn green and vice versa. Here is a picture to demonstrate:
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7. CONTACT LISTS
7.1 In general
What is this? In contact list control you can make new contact lists and determine how many calls one
makes to a one contact.
When do I use this? You use contact list control when you want to see how many numbers you have left on
your contact list or when you want to create a new contact list or edit an existing one.
What does it conatin? In contact list control you can create new contact list, add up calling times for
contacts or suffle the order of the contact list. You can also edit and delete contact lists.
FEATURES
1. Search. Write the name of the contact list or part of it here to search it.
2. Download list template. Download a contact list template to your computer by clicking
”Dowload list templare” –button. NB! All your contact lists should be arranged in the same
column order as presented in the template before downloading it into the system.
3. Create new contact list. Create new contact list by clicking ”Create” –button.
4. Export to Excel. You can export the desired contact list to Excel by clicking “Paper-Arrow” –
icon.
5. Delete contact list. Delete contact list by clicking the ”red cross” –button
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7.2 Creating contact list
- Edit your contact list to same column order as presented in the contact list template.
- Save the file in CSV (comma separated) – format.
- Go to your control panel and choose CONTACT LISTS tab
1. Type here the desired name for your contact list
2. Determine here how many times you want to contact one customer (default 3)
3. Choose an office for your contact list from dropdown menu.
4. Click ”Browse”-button to get your .csv file from your computer.
5. Click ”Create” –button to create the contact list
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7.2.1 Contact list wizard
This tool has been made to make it easier for you to upload contact lists to the system. If in your original
Excel-file you have columns in wrong order or for example first line (titles) missing, ”Contact list wizard” is
the tool for you. With its help you can simply drag and drop the right information to the right place.
FEATURES
1. Drag and drop. Click the wanted information on your right with mouse, keep the mouse button
pressed down and drag the information to the right place on the left part of the screen. Repeat
the same function with each information block on the left.
2. Create contact list. When you have moved all the information from left to right into the right
places, you can create the contact list by clicking ”Create calling list”.
3. Cancel. If you notice that there are something wrong with the information or if you do not want
to create the contact list after all, you can cancel the operation by clicking ”Cancel” -button.
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7.2.2 Contact list splitting tool
You can transfer a certain amount of contacts from an existing list to a new one. You can choose the
number of contacts yourself and the contact will be automatically selected from the end of the list. (for
example 50 last contacts on the list). After this the software will create a new contact list from the selected
numbers. The name of the new list comes from the original list. If for example the name of the original list
is “List 1” the name of the new list will be “List 1 #1”. If you want to create another new list from the
original one, it will be named as “List 1 #2”.
On top of that, the software will create also automatically a campaign and agent group with the same name
as the new list has. For example, the campaign will be then “List 1 #1” and also the agent group will be then
the same. After that you can add agents to that agent group and change the names of the campaign and
agent group. Here is an example with pictures:
1. Choose the “Contact Lists” tab from admin panel
2. Search the contact list you want to split
3. Click the splitted arrow icon at the end of the line
4. Write the amount of contacts transferred to the text field and click “OK”
5. The list is now created and it will be named as told previously
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7.3. Phonenumbers’ appearance
You can basically type the phonenumbers in any format you like. There are some exeptions though. Check
the table below to see examples which formats are allowed and which are not.
SPECIALITY EXAMPLE IN EXCEL PHONE NUMBER IN LEADDESK
TO CONTACT LIST yes/no
First zero missing 503711003 0503711003 yes
Empy spaces between numbers 050 37 1100 3 0503711003 yes
Dash after the region code 09-123123 09123123 yes
brackets around the number (09) 4321 094321 yes
Country code +358435362533 +358435362533 yes
Letter between numbers 094321x67 09432167 yes
Country code without ”+” caharacter 358435362533 0358435362533
yes, but the number is invalid
Letters instead of numbers abc no
Short number 12345 no
7.4 Edit contact list’s name
1. Go to your control panel and choose CONTACT LISTS tab
2. Click the contact list’s name
3. Change name by erasing old name and writing a new one in the same field
4. Save by clicking ”Save” or reset by clicking ”Reset”
7.5 Delete contact list (DO NOT USE UNLESS IT IS TOLD OTHERWISE)
1. Go to your control panel and choose CONTACT LISTS
2. Click the ”red cross” icon at end of the line
3. Confirm by clicking ”OK” or cancel by clicking ”Cancel”
4. Deleted contact list will be removed permanently
NB! Also the contacts that areon yhe list are deleted and you are not able to generate any reports regarding that contact list or contacts in it. Deleted contact list CANNOT BE RESTORED.
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7.6 Contact list circulation
The system will go through the contact list one by one from contact number one to the last one on the list.
You can suffle the order of the contact on the list by clicking “Suffle calling order” –link.
If you have more than one contact list in your campaign the calling order is as follows:
Round 1: List A Kierros 1: List B Round 2: List A Round 2: List B Round 3: List A Round 3: List B EXCEPTION! ADDING A NEW LIST WHEN THE OLD ONES ARE NOT DONE If you add a new list (LIST C) to the system and lists A and B are not yet finished the new list will come between the round to the exact point where you have added it. For example: If you have called round 1 from list A and also from list B. After that you call two callsfrom A list (round two). If you add the list C at this point the system starts immediately the round one from list C and continues after that with list A (round two) and list B (round two). After that the system gives you two calls from A list (round three) and after that comes again the C list (round two) and the rest of the A list (round three) after that. Here is an example below:
Round 1: A list
Round 1: B list
Round 1: C list
Round 2: A list (the rest of it)
Round 2: A list
*At this point we added the list C
Round 2: B list
Round 3: A list
Round 2: B list
Round 3: B list
Round 4: A list
Round 3: C list
Round 4: A list (the rest of it)
Round 4: B list Round 3: A list (the rest of it)
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8. OBJECTIVES
8.1 In general
What is this? In objective control you determine what kind of information the agent collect from the
customer when a deal is made. Whether it is magazine order, booking, interview or something else that is
in question you can determine the collected information in objective control.
When do I use this? You use objective control every time you start to sell a new objective. You can use
created objectives in several campaigns.
What does it contain? In objective control you determine the name of the contact, short description, price
and commission information, user rights and ordering form. You can also edit and delete objectives
FEATURES
1. Search. Write here the name of an objective or a part of it to search it.
2. Create new objective. Create new objective by clicking ”Add new” –button.
3. Edit objective. Edit objective by clicking ”Pen-Paper” –icon at the end of the line.
4. Delete objective. Delete objective by clicking ”red cross” –icon at the end of the line.
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8.2 Creating new objective
1. Go to your control panel and choose OBJECTIVES tab
2. Click ”Add new” button
3. Type the desired name for the objective
4. Determine the office for the objective
5. Type the objective information
- Product code. Type without white spaces or special characters etc.
- Sales price (EUR). Type this as a number without ”€” character (for example 7.95). If there is no sales price you mark 1.0.
- Hourly wage (EUR). Type this as number without ”€” character
- Commission/order (EUR). Type this as number without ”€” character
- Target/hour (EUR). Type this as number without ”€” character
6. Add order form fields. You can add as many fields as you want. Add fields by choosing a type of your field and then by clicking ”Add field” –button. In every field type a question or title for the fields. Field types are:
- Datetime. Opens up a calendar view for agent from where he/she can choose a date (for example when the order period starts /ends)
- Dropdown. Gives you a dropdown menu from where the agent can choose one option. Separate the selections by adding them under eachother by pressing ”Enter” on your computer.
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- Text. Gives you a free-text field where the agent can type freely..
- Multiselect. Gives you a list of selections from where the agent can choose one or more options.
- Textarea. Also a free-text field but larger area.
- Static text. Shows agent an unalterable text. Used rarely.
7. Save objective by clicking ”Create”.
8.3 Edit objective
1. Go to your control panel and choose OBJECTIVES tab
2. Click the ”Pen-Paper” –icon at the end of the line
3. Edit fields (you can delete fields by leaving them empty)
4. Save by clicking ”Save”
8.4 Delete objective (DO NOT USE UNLESS IT IS TOLD OTHERWISE)
1. Go to your control panel and choose OBJECTIVES tab
2. Click the ”red cross” –icon at the end of the line
3. Confirm by clicking ”OK” or cancel by clicking ”Cancel”.
4. Deleted product will be removed permanently
8.5 Important
Separate products. Everytime you have a different sales price or commission you should make a new product.
Names. Products should be named consistently and as close to their real names as possible.
Product codes. Product codes must be exactly the same as they are in real life.
Prices. You should mark prices carefully. Separate the decimals with a dot.
Commission. If some of the product have a commission with percents (for example 5%) of sales price (for example 100 €), the provisions should always be marked with currency. In this case you can count it: 5 % x 100e = 5 €
Navigation. On the top of the objective control you can determine which office’s products are visible at the moment and how many objectives are shown per page.
Deleting. You cannot restore a deleted objective nor can you generate any reports of the objective in question.
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9. GENERAL SETTINGS
9.1 In general
What is this? In general settings you can determine some background features like agent statuses and
templates (SMS and E-mail). You can also request customized services to be attached to your Customer
Site.
When do I use this? You can create a new template, change agents’ status options or add and update
contacts. Includes tabs: Activity Management, Customer Site, Message Templates and Contact
Management.
9.2 Activity Management
In activity management you can create agent statuses which the agent can determine him-/herself during
work (for example active, passive, coffee break, in a meeting etc.). You can also determine whether the
activity is chargeable or not.
FEATURES
1. Search. Type here the name of the activity or part of it to search it.
2. Create new activity. Create new activity by clicking “Add new” –button
3. Edit activity. Edit activity by clicking ”Pen-Paper” –icon at the end of the line.
4. Delete activity. Delete activity by clicking ”red cross” –icon at the end of the line.
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9.3 Creating activity
1. Go to your control panel and chooce GENERAL SETTING tab and the Activity Control tab under it.
2. Click ”Add new” –button
3. Write the name of the activity here
4. Tick the box if the activity is chargeable
5. Save by clicking ”Save” -button
9.4 Edit activity
1. Go to your control panel and chooce GENERAL SETTING tab and the Activity Control tab under it.
2. Click the ”Pen-Paper” –icon at the end of the line
3. Edit the desired fields 4. Save by clicking ”Save”
9.5 Delete activity (DO NOT USE UNLESS IT IS TOLD OTHERWISE)
1. Go to your control panel and chooce GENERAL SETTING tab and the Activity Control tab under it.
2. Click the ”red cross” –icon at the end of the line
3. Confirm by clicking ”OK” or cancel by clicking ”Cancel”.
4. Deleted activity will be removed permanently
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9.6 Customer Site
You can request customized services to your Customer Site from LeadDesk sales
9.7 Message Templates
You can create different message templates for SMS ans E-mail confirmations here.
FEATURES
1. Choose. Choose a desired message template from deopdown menu
2. Create new template. Create new template by clicking ”Create new template” –link
3. Edite template.Choose a desired templaten from the dropdown menu and click ”Edit” –button.
9.8 Creating template
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1. Go to your control panel and choose GENERAL SETTINGS tab and then choose MESSAGE TEMPLATES tab under it.
2. Create new template by clicking ”Create new template” –link
3. Choose template type (SMS or E-mail) 4. Type here the desired name for your template
5. Name the sender of the message
6. Choose a template tag from the list. Tags include all the information added to contact list. Used as follows: “Hi (customer name)! We will send your products to the address (address) within three weeks”. The parts in brackets are filled directly from customer’s information.
7. Write the message
8. Save by clicking ”Create” -button
9.9 Contact Management
In contact management you can add or update contacts to the excisting contact lists. You can do this by
either uploading the contacts with a separate .csv file or by typing them one by one into the text field.
FEATURES
1. Add / update contacts by uploading .csv file. By clicking “Browse” –button you get to choose a
file that you want to upload to the system from your computer.
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2. Add / update contacts by typing the numbers separately. Type the number you want to add to
the text fields. Separate numbers with commas.
3. Choose search priority. Tick your choice of search priority (Phone number / Social security
number / Business ID)
4. Feature for contacts matching the search. Choose from dropdown what you want to do with
the contacts matching the search (Updated, Updated and marked as used or Completely
removed)
5. Choose the updated list. Choose from dropdown menu the list you want to update/ add
contacts to.
6. Run. When you are ready with your settings, click the ”Run” –button to run the update