This guide explains how to use the History icon to access the Unprocessed list and (re)categorize voice calls as a Lead, Customer or Other.
Access the Unprocessed List
History - Click to access the Unprocessed list. The number badge above the icon indicates how many unprocessed calls need your attention.
Unprocessed list
Select Item - Click the communication to open up its details and begin the processing sequence.
Once you select a call, more details are presented. The following example is for a recognized number.
In the middle of the screen, you can classify the conversation as Lead, Customer, or Other. This will remove the item from the list and decrease the number badge above the History icon by 1. Below, you can click the Play arrow to listen to the conversation.
On the right side of the screen, you can review the Lead or Customer information before listening to the call. Click Find to open a search panel to disposition the call to a different existing Lead or Customer, or perhaps a different Lead for the same phone number.
Unrecognized numbers present similar information to recognized numbers, but the right panel information is different. Enter any identifying information heard in the call and click Search. In your search results, click on the correct record.
After selecting the correct result, this Merge popup will appear. Click Confirm to merge this call with the correct, existing Lead or Customer record. This will remove the item from the list and decrease the number badge above the History icon by 1.
If there are no matching results in the Find Lead or Customer area, the caller is a new Lead. Click to categorize the call as such and you will then be brought to a new Lead card. This will remove the item from the list and decrease the number badge above the History icon by 1.
Select Other if the call is not storage-related, such as a telemarketer, wrong number, or vendor. Depending on your management settings, you may need to select the type of Other caller. This will remove the item from the list and decrease the number badge above the History icon by 1.