Working with leads in Conversion: overview and reporting

In this article, you will learn how to work with your open leads in the conversion overview, how to sort them by the date they were received and how to search, filter, sort and export won and lost leads in the reporting.

Contents

• Quick Guide
• Prerequisites
• The overview: card view and list view
• Searching and filtering the overview
• Sorting leads by lead received date
• Moving leads between process phases
• Actions on a lead card
• Working in the list view
• The reporting: won and lost leads
• Searching the reporting
• Filtering and sorting the reporting
• Exporting the conversion reporting
• Reporting in customer recovery
• Related articles

Quick Guide

1. Go to Leads / Conversion / Overview and select the studios at the top of the page.
2. In the card view, open the drop-down Lead received date and choose Oldest or Newest to sort the leads in every process phase.
3. Drag a lead card into another column to move the lead to that process phase.
4. Go to Leads / Conversion / Reporting and open the tab Won or Lost.
5. Enter a name in the field Search, narrow the list with Filter and click the column header Name or Date to sort.

Prerequisites

• Permission: Member acquisition / Manage leads. Read access lets you open the overview and see the reporting. To move a lead to another process phase, your role also needs the update right. To create a lead, it needs the create right. You assign the permissions in the role settings.
• Reporting: the menu item Leads / Conversion / Reporting is only shown if your role also has read access to Member acquisition / Manage customer recovery.
• Studios: both pages show the leads of the studios you select at the top of the page.

The overview: card view and list view

Go to Leads / Conversion / Overview. The page shows all open leads, so leads that are neither won nor lost. Two buttons next to the search field switch between the views:

• Card view (tile icon): every process phase is a column. The column header shows the name of the phase and the number of leads in it. Each lead is a card in the column of its current phase.
• List view (list icon): all leads in one table with tabs (see Working in the list view).

The card view is the default. The software remembers the view you last used in your browser.

Searching and filtering the overview

Above the leads you find these controls:

• Search: searches the first name, last name and customer number of the leads. The search starts as soon as you have entered three characters. To search for a shorter term, press Enter. Click the cross in the field to clear the search.
• Assignee: shows only the leads assigned to the selected employee. Choose No assigned employee to see the leads without an assignee. Clear the selection to see all leads again.
• Lead received date: sorts the leads in the card view (see the next section).

Search and assignee apply to both views. The software remembers them in your browser.

Sorting leads by lead received date

In the card view, you can sort the leads by the date they were received:

1. Go to Leads / Conversion / Overview and make sure the card view is active.
2. Open the drop-down Lead received date above the columns.
3. Choose Oldest to show the leads received first at the top, or Newest to show the most recently received leads at the top.

The sorting applies to every process phase at once: within each column, the leads are ordered by the date they were received.

To return to the standard order, clear the selection with the cross in the drop-down. In the standard order, the leads that were changed most recently are at the top of each column.

The drop-down is only available in the card view. In the list view, click the column header Received instead.

Moving leads between process phases

To move a lead to another process phase, drag its card into the column of that phase. You need the update right of Member acquisition / Manage leads for this. Without it, the software shows an error message and the lead stays in its phase.

You define the process phases yourself. To change them, open the actions at the top of the page and choose Edit process phases.

Actions on a lead card

A lead card shows the name of the lead, the label New for leads that nobody has opened yet, the studio, the origin of the lead and the assigned employee.

• Click the card to open the quick view with the details of the lead.
• Click the employee picture to change the assignee.
• Open the menu of the card for further actions, for example Add task, Send email, Create appointment or Create trial training. Which entries you see depends on your permissions and on the functions available in your studio.

Working in the list view

The list view shows the open leads in a table. The tabs above the table narrow the list:

Except on the tab New, the table is sorted by Next contact, earliest first. To sort differently, click one of the column headers Name, Received, Last contacted, Next contact or Process phase.

The menu of a row offers Quickview and Change contact (Resubmission), among others.

The reporting: won and lost leads

Go to Leads / Conversion / Reporting. The page has two tabs:

• Won: leads that were closed as won.
• Lost: leads that were closed as lost.

Both tabs show the leads in a table with these columns:

The table loads more rows as you scroll. Click a row to open the quick view of the lead. Click the same row again to close it.

Searching the reporting

Use the field Search above the table to find a lead by name:

1. Go to Leads / Conversion / Reporting and open the tab Won or Lost.
2. Enter the name, or part of the name, in the field Search.

The search looks for your term in the first name and last name of the lead. Upper and lower case are ignored, and a part of a name is enough. You can also enter first name and last name together, separated by a space. Other data, such as the customer number or the e-mail address, is not searched.

The search works on the open tab and together with the filters you have set. If no lead matches, the table shows No search results. Click the cross in the field to clear the search.

Filtering and sorting the reporting

Filtering

Click Filter above the table to filter by a column. You can filter by these columns:

• Date: choose a Period with a start date and an end date.
• Assignee: enter the name of the employee, for example to show only the leads whose assignee contains or starts with this name.
• Last process phase, Type and Reason for loss: select a value from the list. For Last process phase and Reason for loss, you can also select several values or show only the leads without a value.

The column Name cannot be filtered. Use the search for names.

Sorting

Click the column header Name or Date to sort the table by that column. Click again to reverse the order. Name sorts by first name. The other columns cannot be sorted. Alternatively, use the Sort button above the table. It offers the same two columns.

Exporting the conversion reporting

1. Go to Leads / Conversion / Reporting.
2. Open the actions at the top of the page and choose Export as excel file.
3. Select the studios and the period.
4. Under Filter, choose Include won & lost leads, Only won leads or Only lost leads.
5. Click Export.

The export uses the studios, the period and the filter you select in the dialog. The search and the column filters of the table are not applied to the export.

Reporting in customer recovery

The page Leads / Recovery / Reporting uses the same table. It has the tabs Won and Lost and the columns Name, Date, Assignee, Type and, on the tab Lost, Reason for loss. Search, filters and sorting work as described above, with two differences: the search finds a term in the first name or in the last name, but not both together, and there is no export. For an introduction to customer recovery, see Customer recovery.

Related articles

• Customer recovery
• Communication management for leads

Note: This article was created with the help of artificial intelligence and editorially reviewed.