Overview
Second Chance Leads (SCL) automatically reviews and flags unbooked calls, allowing you to quickly follow up and turn a cold lead into a successful conversion. You can customize this process by adjusting your After Call Work Time and Cold Leads settings to fit your business needs.
Who uses this feature
Administrators and managers
Applies to all business types
Feature configuration
Contact Center Pro is currently in Early Access and is subject to change.
Contact Center Pro requires an Enterprise Hub network. Contact your Customer Success Manager or Pro Account Manager to request a network.
The View & Edit Feature Management and Edit TI, Follow Up, & Reporting Settings permissions are required to use this feature. Please contact the account administrator on your team. For more, see Manage Contact Center Pro permissions.
Things to know
Second Chance Leads is also available to those on Basic Phones and Phones Pro. While SCL for Contact Center Pro offers the same powerful lead recovery functionality, it includes a few distinctions:
SCL is permission-based and accessible to all accounts that have Contact Center Pro enabled.
Notifications are delivered in-app only, without text or email alerts.
Configure Second Chance Leads settings
Use Second Chance Leads settings to turn the feature on or off and customize how the feature works.
Enable Second Chance Leads
In Contact Center Pro, go to your Admin Settings
.In the side panel, go to Feature Management > Call Analysis.
On the Call Analysis screen that opens, turn on the Enable Second Chance Leads toggle.
When finished, click Save.
Customize your After Call Work Time
In the After Call Work Time section, enter the number of minutes agents have to classify a call after it ends. After this time, the system checks if the call qualifies as a Second Chance Lead.
When finished, click Save.
Customize Cold Leads settings
In the Cold Leads section, enter how many days it takes for a Second Chance Lead to be marked as cold and moved to the Cold tab in Urgent Follow Ups.
When finished, click Save.
Manage SCL Follow-Up permissions
Give your agents permission to edit Second Chance Leads in Urgent Follow Ups. In Enterprise Hub, these permissions are assigned based on user roles.
In Enterprise Hub, go to the User Management module.
On the User Management screen that opens, select Roles.
Select a user role you want to edit or create a new one.
Go to the EnterpriseHub permissions tab.
In the Contact Center Pro section, select Edit Second Chance Leads.
When finished, click Save Changes.