Leads: Segmentation

Welcome to Segmentation in Outbound by Enreach. 

Here you can create handy Segments to filter Leads based on any default or custom data fields, or Lead outcomes. 

Read through the article, or click a link below to get started.

In this article:

• What is Segmentation?
• Create a Segment Group
• Create a Segment
  • Filter Rules  
    
• Editing and Maintaining Segments
• Working with Segments

What is Segmentation?

Working with large Lead Pools can be a challenge, and maybe even affect your Agent's chance for success.

With Segmentation in Outbound by Enreach, you can filter your Leads based on a customisable set of rules, grouping Leads by Agent access, specific Lead Pools, and shared Lead Data Fields. 

Thinking about who you want to target in a session in Outbound by Enreach, and why, sets your Agents up for success from the get-go. Segmentation in Outbound by Enreach allows you to work smarter, not harder, every time you log in!

What type of Segments can I make?

The Segment builder in Outbound by Enreach is versatile and totally customisable, allowing you to create Segments for whatever business needs your Organisation has. Consider the following examples, and get creative with Segments: 

• Segment Leads by postal codes from 4000 to 5999, who live in apartment buildings
• Segment Leads that have pets, but haven't yet purchased pet insurance
• Segment Leads that live in Copenhagen who have an Open call status

Create a Segment Group

To access Segmentation, expand the Leads drop-down menu and select Segmentation.

In the navigation page of Segmentation you will see two drop-down menus: Actions and Segmentations.

The titles in Segmentations are the names of Segment Groups: handy containers for similar Segments that will make it easy to organise any Segments you make. 

To create a Segment Group, click + New under Actions, or expand the + New drop-down menu to the right of the navigation page and select + New Group. 

In the New Group wizard, enter a Name for the Segment Group, and select which Project it should belong to. 

Toggle between Active and Inactive to set the Segment Group status.

Click Save Changes to save the Segment Group, or Close to exit without saving. 

After a Segment Group is created, expand the Options drop-down menu to edit or delete the Group.

Create a Segment

There are several ways to create a new Segment:

Click + New under Actions to create a Segment in an existing Segment Group, or click New Segment to create a Segment that doesn't belong to a Segment Group. 

These options are also available by expanding the + New drop-down menu to the right of the navigation.

Alternatively, when in a Segment Group, click + New in the top menu. 

In the New Segment builder, enter the basic details for your Segment:

• Name: Enter a name for your Segment.
• Active/Inactive: Toggle to set whether it is Active or Inactive.
• Goals: Expand the Select Goal drop-down menu and choose a goal from Success, Not Interested, Invalid, User Processed, Private Redial, and Invalid Phone Number. Now, enter a Goal Value that will determine whether the Segment stays Active or Inactive depending on if it reaches the Goal.
  For example, a Goal Value of 10 with a Goal of Success means that the Segment will be set to inactive when Agents working with the Segment closes 10 Leads as a Success. 
  Leave this section blank for the Segment to remain Active until it is manually deactivated. 
• Active Date Range: Click the calendar icon to manually set a start and end date for the Segment. To set the Active times according to weekday, toggle the switch from Inactive to Active, and click the time to select a start and end time. 

Click Save Changes to save your Segment, or Close to exit without saving. 

Filter Rules

Once you have created your Segment, it's time to configure the Filter Rules.
These will determine how who has Segment access, which Lead Pools it will filter from, and which Lead Data Fields will be used to filter out all the relevant Leads to be called. 

Click the Options drop-down menu, and select Edit Filter Rules.

In the top menu you will see a number of filter options that will determine how the Segment will work:

• Campaigns/Lead Pools: Expand to choose which Campaigns and Lead Pools the Segment should work with. 
• Users: Choose Teams or specific Users who should have access to the Segment.
• Field Data: Under Field Data, choose which Data Fields the Segment should filter by. In the image below, the Data Field of City has been chosen, the condition has been set to equals, and the result is Copenhagen. This means that the Segment will filter all Leads in the chosen Campaigns and Lead Pools that have Copenhagen in their City Data Field.
  Click + Add Rule to add the Field Data filter, and repeat as necessary.
  If using more than one rule, toggle between AND and OR to determine how the filters will work together. 
  For example, adding another rule with the Data Field of City, the condition set to equals, the result of Aarhus, and the switch toggled to OR, will filter out all Leads in Copenhagen or Aarhus. 
• Status/Results: Expand to choose between different types of Lead statuses and results the Segment will filter by.
• Date: Click on the calendar to select from a pre-determined date range, or manually set a custom date range the Segment will filter by. 
• Search: When you have configured the settings, click Search to apply them.

After clicking Search, you can preview the Leads in the Segment, along with some Lead data.  

To save the Segment filters, click Save Filter in the bottom of the page. 

Before you can save the filter you need to decide how the Leads will be saved:

• Add to current: This option will add the Leads found to the Segment. If you are updating the Filter Rules on an existing Segment, then Add to current will simply add the new Leads to the existing Leads. 
• Empty and add to current: This option will be used in an existing Segment when you want to update the Filter Rules. Empty and add to current will remove existing Leads in the Segment, and add the news ones found with the Filter Rules.

Editing and Maintaining Segments 

To edit an existing Segment, expand the Segment Group drop-down menu. Overview will display all Segments in that Group.

If you are in the Overview, click the cog icon next to the Segment you wish to edit. 

Alternatively, select the Segment from the Segment Group drop-down menu, and click the Options drop-down menu in the top of the navigation. 

There are several options when editing an existing Segment:

• Access rights
• Show log
• Edit filter rules
• Update members
• Empty Segment
• Edit, Copy, and Delete

Access Rights

To change which Users have access to the Segment, Click Access Rights. 

Expand the drop-down menu to grant access to certain Teams and Users in your Organisation. 

Click Save to update the Access Rights, or Close to exit without saving. 

Show Log

To view a complete list of edits made to the Segment, Click Show Log. You can also access the log by expanding the Administration menu and selecting Changelog.

To change the default view, expand the filters in the top menu:

• Change Type: Expand to filter the Changelog by various types of edits, such as Created, Update, and Trigger Change.
• Entity Type: If you have reached the Changelog by clicking Show Log, then the default Entity Type will be Segment.
• Calendar: Expand to filter the Changelog by date.
• Search: Click Search to update any filters applied. 

The default view displays all edits in a table. You can view these changes in a calendar by toggling to the calendar icon to the right of the page.

Edit Filter Rules

Select Edit Filter Rules to access the Segment filter options. 

For more detailed instructions about the Edit Filers Rules, head to this part of the guide.

Update Members

Select Update Members to manage how to update the Leads in the Segment: these options are the same as when initially configuring the Filter Rules:

• Add Leads to current list: This option will add the Leads found to the Segment. If you are updating the Filter Rules on an existing Segment, then Add to current will simply add the new Leads to the existing Leads. 
• Empty current list and add Leads: This option will be used in an existing Segment when you want to update the Filter Rules. Empty and add to current will remove existing Leads in the Segment, and add the news ones found with the Filter Rules.

Empty Segment

To remove all Leads from the Segment, click Empty Segment. 

You will be asked to confirm before continuing, as this action cannot be undone. 

Edit, Copy, and Delete

Click Edit Segment to adjust the general settings, goals, and Segment opening hours. 

For more detailed instructions about Editing a Segment, head to this part of the guide.

To create a copy of the Segment, click Copy. 

You will be asked to confirm before continuing. 

To delete a Segment, click Delete. You will be asked to confirm before continuing, as this action cannot be undone. 

To remove a Lead from a Segment, click the cog icon to the right of the Lead, and click Remove from Segment. 

Working with Segments

To begin working with Segments, Agents will need to have the correct Feature Permission.

Access the User in Organisation > Manage Organisation, and click the cog icon next to the User. 

Click Edit User. 

Select Feature Permissions in the left side menu, and search for the Feature Permission called Call to Lead Segments. 

Click the checkbox next to the Feature Permission, and click Save. 

Agents with this Permission and Segment access will now have the option to call Segments on the Contact Page.

In this image below, the Agent has chosen to select Segments from the Contact Page, and call all Leads in the Copenhagen Segment. When dialling Leads, the Agent will only be connected to Leads in the Copenhagen Segment.