Leads

The Leads module lets your team track sales opportunities from first contact through to close. Each lead is tied to a contact record and moves through configurable pipeline stages so managers can see conversion rates and identify bottlenecks.

Leads Overview

The leads list displays all active opportunities with columns for contact name, assigned agent, current stage, value, and last activity date. Filter by stage, agent, or date range to focus on what matters.

Pipeline Stages

Leads progress through stages that represent your sales process. Default stages include:

Creating a Lead

1. Navigate to CRM and select Leads

   Open CRM from the main menu and click Leads.

2. Click Create Lead

   Click the Create Lead button.

3. Fill in the lead details

   Field	Description	Required
   Contact	Link to an existing CRM contact	Yes
   Stage	Initial pipeline stage	Yes
   Value	Estimated deal value	No
   Assigned Agent	Agent responsible for this lead	No
   Notes	Context about the opportunity	No

4. Save the lead

   Click Save. The lead appears in the pipeline and is visible to the assigned agent.

Moving Leads Through Stages

Open a lead and change its stage using the stage selector. Every stage change is logged with a timestamp, so managers can measure how long leads spend at each step.

Conversion Tracking

The leads dashboard shows aggregate metrics:

• Total leads in each stage
• Conversion rate between stages
• Average time to close
• Win/loss ratio over a selected period

These numbers help managers spot where leads stall and where coaching or process changes are needed.

Assigning Leads to Agents

Leads can be assigned to a specific agent or left unassigned for anyone on the team to pick up. Reassignment is logged so there is a clear ownership history.

Deleting a Lead

Deleting a lead removes it from the pipeline but does not affect the underlying contact record or call history.