Documentation: Glossary of Terms

The Glossary of Terms

What does it mean to "Action a lead", what's a "Loser" and why do you talk about migrants all the time? Here's a comprehensive list of terms we use in myphoner, listed in alphabetical order.

Pro Tip

Search for a term by using the browser search functionality.
Hit CMD-F on OS X and CTRL-F on Windows

Action (a lead) Link to this

Actions are the buttons you click below the comment field, to tell the system what happened during your call. Possible actions are:

  • Call back - The call was inconclusive and you need to call back later to determine if the lead is a winner or loser.
  • Winner - The call is successful. E.g. a sale or an appointment is agreed upon.
  • Loser - You spoke to them and they said "No".
  • Archive - This lead had bad data that prevented you from contacting them.
  • Skip (May not be enabled for your account) - You want to move on without calling this lead.
Pro Tip

Definitions of the individual actions here are our recommended ones. You can tweak your process and use these actions in your own ways as you please.
You can also add categories to each action to further refine the outcome of each call.




Lead actions in myphoner
The different lead actions you can choose between when finishing a call.

Activity Feed/Activity Log Link to this

The activity Feed is located at the right hand side of the lead view under the tab of the same name.

The feed provides an overview of the activity for this lead. It makes lead tracking and nurturing easy as you can always see what happened recently as well as further back in time.

Most importantly, it shows you how many call attempts has been made since the lead was imported, created or last migrated to the New state.

Events in the feed are ordered so that the newest events are at the top.

You can edit the comment for an event by clicking the icon below the event, and you can delete the event entirely by clicking the icon.

Deleting events will affect statistics and reports. Only do so if the event was a mistake!



Activity Feed for a lead in myphoner
The lead activity feed shows call attempts for the lead and a log of events, newest on top.

Archive Link to this

Instead of deleting invalid or unusable leads, the action hides them from your queue but keep them in the database, so we can detect and warn if they are ever imported again.

If you really want to delete one or more leads, you can first archive them (optionally by category), then move them to a new list using the migration tool and then delete that new list entirely, since leads will be deleted when the list they belong to is deleted.

Pro Tip

Enable segmentation of leads with categories and get more flexible migration and export options. See Configure a List.




Attempt Link to this

Call attempts are mentioned in our reports. Its defined as "Calls less than 15 seconds in duration" but that's not the whole story.

As myphoner uses third party phones for dialing, we do not collect data about the actual calls. All we can measure is the time it takes from an agent view a lead, until they action it (choose an outcome for the call).

If it takes less than 15 seconds from the lead is first loaded, until a Call back action is performed, we assume that it was probably not answered or went straight to voicemail. Therefore we say it is an attempted call.




Call Back Link to this

If you choose as your action, the lead will push to the end of your queue, unless you have chosen a time for follow-up from the drop-down, in which case the lead will be injected to the top of your queue at that time.




Campaign Link to this

In myphoner "List" is the basic term we use for collection of leads. We chose to call it a list, but you can call it a campaign or a pipeline step if it suits you better. It depends on the context.

So if we talk about a Campaign in myphoner, it's synonymous for a List.




Category Link to this

A lead has 5 states it can be in:

  • New
  • Call back (optionally scheduled or postponed)
  • Winner
  • Loser
  • Archived
These are solid, basic states and provides a good foundation for working and handling leads.

However, most companies like to analyse the result of a campaign to try and identify places where the next campaign can be optimized.

For this purpose, myphoner allows adding custom categories to each state, so that agents can (optionally) choose a category for the appropriate action when finishing a call.

The categories can later be analysed in the reports section of myphoner.

If you want to configure categories, simply go to the 'Categories' tab on the list configuration page.

Then input the categories of your choice - separate them with commas - and et voila, you have custom segmentation of your leads.

Please Note that categories are stored as simple text strings, and if you make a spelling mistake and later change the name of the category, any leads tagged with the old category will remain tagged with the misspelled version, so be careful with renaming categories in the middle of a campaign.




Set categories for your list in myphoner
Input your desired categories in the list configuration...

Pick a category when calling leads in myphoner
...and pick the relevant category when calling a lead.



Claim (a lead) Link to this

When an agent claims a lead, it means that the lead is now assigned to that agent, and other agents cannot call the lead.

Claimed leads will only appear in the queue of the agent that claimed it.




Completed Link to this

Completed Leads are mentioned in our reports and means number of leads that was either won, lost or archived.




Connects Link to this

Connects is the opposite of Attempts. It's mentioned in our reports, being defined as "Calls more than 15 seconds in duration" but that's not the whole story.

As myphoner uses third party phones for dialing, we do not collect data about the actual calls. All we can measure is the time it takes from an agent view a lead, until they action it (choose an outcome for the call).

If it takes more than 15 seconds from the lead is first loaded, until a Call back action is performed, we assume that it was probably answered and a conversation took place. Therefore we say it is a connected call.




Conversation Link to this

Conversation is what happens when the agent talk to a lead over the phone.




Deduplication Link to this

Deduplication is the process of managing duplicate leads.




Delegate (a lead) Link to this

Any team member can delegate leads to their colleagues. Just hit the “Delegate” button below the comment field and choose who will receive the lead.

The lead will be marked as claimed by the receiving agent once you hit an action button. We recommend setting a follow-up time and using the “Call back” action when delegating, to make sure the receiving agent takes proper action on the lead.




Delegate a lead in myphoner
Delegate a lead from the delegate button just beneath the comment field.

Duplicate Link to this

Duplicate leads are two or more leads we think is the same lead.

We match leads based on phone numbers and email addresses, and if we find matches, we mark the matching leads as duplicates.

You can change the way we match for duplicates from your list configuration.

You can view and manage duplicates from Manage Duplicates  or when viewing the individual leads (when calling them).

Whenever a lead has one or more detected duplicates, myphoner shows a duplicate tab when viewing that lead. From the duplicate tab you can decide ho to handle the situation, either by deleting one or more leads, merging them or ignoring the problem.

See also Merge (two leads).




The duplicate warning tab let you easily compare and handle duplicates.

List Link to this

In myphoner "List" is the basic term we use for collection of leads. We chose to call it a list, but you can call it a campaign or a pipeline step if it suits you better. It depends on the context.




Lock (a lead) Link to this

When you view a lead, the system acquire a lock on that lead for you, so the lead is removed from all queues, and other agents won't be able to call it. When you perform an action on the lead, the lock is released. If you do nothing, the lock will expire and the lead will be reinserted into the queues after about an hour.




Loser Link to this

Use the action button when the lead has denied accepting your offer. You can later migrate losers to another list and/or a different state if you resist losing them for good.




Merge (two leads) Link to this

Merging is a way of resolving duplicate leads.

When merging, we call the two leads the "Keeping" and "Merging" leads. The "Keeping lead will remain with all it's data intact. The "Merging" lead will have it's activity log copied to the keeping lead, and any additional data will be copied as well, as long as the keeping lead does not have data in the corresponding field, and the keeping leads list has a field that corresponds to the merging leads list.

After the merge, only the "Keeping" lead will remain, so if the "Merging" lead was on another list, it will be gone from that list.




Migrate (leads) Link to this

In myphoner, migration means changing (many) leads at the same time. This can include moving them between lists, changing their state and releasing any claims.

See also Migrate Leads Between Lists.




Net Conversion Link to this

Used in reports. Percentage of Winners out of Completed Leads.




Outcome Link to this

Outcome is synonymous to Action




Postpone (a lead) Link to this

Postponing means to set a follow-up time for a lead, that does NOT render the lead as "due" when the time is up.

Postpone a lead by selecting "after" in the follow-up type drop-down when setting a follow up time.

Postponing leads are a good way to schedule leads that does not need to be called exactly at the time of the follow-up, but just some time after that.




Prospect Link to this

A prospect is a qualified lead. For example a lead that agree on an appointment or trial for your product.

Calling leads to ask them qualifying questions and eventually close a sale is also called "Prospecting".




Queue Link to this

Your queue is the order in which you are to call your leads. Your queue consist of new, scheduled and postponed leads, except those that other agents has claimed.

Queues are constantly and dynamically calculated by the system, to ensure that you don't call leads claimed or currently being called by other agents.

You can say that each agent has her own, personal, dynamic queue.

This way multiple agents can work on the same list without the risk of clashing. No need to split the leads up into lists assigned to one agent each. Just let all your agents call the same list, we'll take care of the rest. We call it "dynamic lead distribution".




Release (a lead) Link to this

To release a lead means to unclaim a claimed lead.




Schedule (a lead) Link to this

Scheduling means to set a follow-up time for a lead, that send out a notification and becomes "due" when the time is up.

Schedule a lead by selecting "in exactly" in the follow-up type drop-down when setting a follow up time.

Scheduling leads are a good way to make sure that you call back exactly at the time of the follow-up, for example if you have agreed with a lead on a specific time to call back.




Segment Link to this

Segments are subsets of leads in a list, defined by adding conditions for what criteria a lead must fulfill in order to be part of the segment. For example that it must have a specific time zone or it's zip code must be within a certain range.

A segment behave just like a list of leads to your agents.

See also Create Lead Segments




Skip Link to this

The action will skip the lead and put it to the end of the queue or reschedule for the selected follow-up time. This can be useful in some situations, but be careful not to use it for fishing leads! Your productivity will deteriorate.

Be careful using Skip to schedule leads.

Skipping will not schedule new leads, even if you set a follow-up time on them. They will simply push to the end of the queue.

Skipping will reset the schedule of any scheduled or postponed lead to what you chose for follow-up.




State (of a lead) Link to this

The state of a lead is always one of New, Call back, Winner, Loser or Archived.

The state can change when you action the lead, or when migrating it.

Scheduled and postponed leads are substates of "Call back".




Total Conversion Link to this

Used in reports. Percentage of Winners out of total number of calls.




Waiting Link to this

Waiting Leads are leads that is in either New or Call back state.




Winner Link to this

Hitting the button will mark the lead as won and take it out of the queue. You can later export and/or move won leads to another list for further work.

Pro Tip

Make one list for each step in your pipeline. Mark leads as winner when they complete that step (e.g. Meeting Appointment made) and Migrate Leads Between Lists, setting their state to 'Call Back' to move them into the next step in your pipeline and re-inject them into the queue.

Set a follow-up time for winners, and they will be scheduled for that time after being migrated to the 'Call Back' state.

Note: Selecting a time for follow-up will not inject a won lead into the queue, but can be useful if the lead is later taken to another list and put back into either the Call Back or New state.