Here we are going to walk though the steps to creating a lead filter to filter out leads in your Contact Center system by state. This will help prevent your system from dialing leads in states you do not wish to call.
Step one- Log onto your contact center dashboard and navigate to "Admin utilities" and then select "Lead filter list".
Step two- Now click on the "+ Add lead filter" button in the upper right of the screen.
Give the filter an ID.
(Do not use any spaces or punctuation for this field. max 10 characters, minimum of 2 characters)
Give the filter a name.
(This is a short summary of the filter. max 30 characters, minimum of 2 characters)
Give the filter a comment (a description)
This is where you are going to start the filter. Details below...
There are many filters you can create, but in this article we are going to focus on filtering out states.
Click the drop down box and select "State"
Click the drop down and select "not_in"
Add the state(s) you want to filter, separated with a comma, then click "Generate SQL".
Another example of how your SQL could look if including multiple states to filter out:
state NOT IN (‘FL’,‘GA’,'CA')
Next, you will want to test the lead filter on a campaign. This step is very important, as it is very easy to add SQL incorrectly, which in turn may cause your campaign(s) to not function as expected. To test, click the modify button for the lead filter to return to the image above. At the bottom of the screen you will see "Test on campaign", select the campaign you wish to test on and click Submit. If your lead filter was setup correctly, you should see how many leads your campaign has with the filter, and without the filter.
Last step- After you have tested your filter you now need to activate it on the campaign. To do this, navigate to Campaign > Campaign and hit click the modify button. Navigate down to the list section and find the option for "lead filter". You will then have the option to select the new filter you created.
Important things to keep in mind:
Always test the SQL string before applying to a campaign, even a missing comma can cause the filter to function incorrectly, effecting the campaign(s) negatively.
You can always turn a filter on and off in the campaign settings, and apply it to different campaigns.
You can add multiple SQL rules to one filter, just separate each rule with "AND"
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