All About Telephony Activity Filters

All About Telephony Activity Filters

Overview

Telephony Activity Filters empower users of Meritto to manage leads efficiently by organizing, segmenting, and analyzing leads based on telephony interactions. Whether you're tracking call success, frequency, or source, these filters allow you to prioritize outreach and enhance follow-up workflows.

Key Benefit: Get real-time visibility into your call performance and lead engagement, ensuring no opportunity is missed.

Pre-requisites

To access Telephony Activity Filters, ensure the following:

Requirement Description
Telephony Integration Your account must be enabled with either:
• Telephony Connector Module (New Configuration)
• In-App Calling Feature
Lead Manager Access You must have permission to access the Lead Manager module.

Purpose & Benefits

Telephony Activity Filters are designed to help you:
  1. Filter and focus on high-intent leads based on call behavior.
  2. Segment leads for different call campaigns (e.g., follow-up vs. re-engagement).
  3. Monitor agent performance through metrics like call duration and frequency.
  4. Quickly locate and act on failed or missed call leads.

Types of Telephony Activity Filters

Activity-Based Filters

These filters segment leads based on call-specific actions and metrics.
Filter Name Description
Call Start Date Filter leads by the date/time range when calls were initiated.
Call Activity Type Choose between Inbound, Outbound, or Campaign calls.
Call Status

Filter by Success or Failed calls.
Call Status provides 4 filter options :

  • Has Failed Called: Shows leads that have at least one failed call in their call history.
  • Has Successful Calls: Displays leads with at least one successful call recorded.
  • Only Failed Calls: Filters for leads where all attempted calls have failed.
  • Only Successful Calls: Filters for leads where all attempted calls were successful.
Call Frequency Target leads based on how many times they were contacted.
Call Duration Select leads based on duration ranges of individual calls.
Total Call Duration Analyze leads based on cumulative call time across all attempts.
Caller ID (DID)

Filter based on the Dialed Number Identification Service (source number).

Lead Call Filters

Filter leads based on total outbound calls attempted for the lead.

Filter Name Description
Outbound Success Filter leads based on the amount of successful outbound call connections.
Outbound Missed Filter leads based on the amount of missed outbound call connections.
Total Outbound

Filter leads based on total outbound calls attempted for the lead.
Inbound Success Select leads based on the amount of successful inbound call connections.
Inbound Missed Select leads based on the amount of missed inbound call connections.
Total Inbound Total inbound call volume per lead.
Campaign Success Filter leads based on the successful campaign call connections per lead.
Campaign Missed Filter leads based on the missed campaign call attempts.
Total Campaign Filter leads based on the total number of campaign calls per lead.

How to Use Telephony Activity Filters

  1. Navigate to Lead Manager
    Go to the Lead Manager section in the Meritto Portal.
  2. Open the Filters Panel
    Click the Filters icon/button at the top-right.
  3. Enable the Activity Filter Toggle
    Toggle "Enable Telephony Activity Filters" ON to reveal available filters.
  4. Select Filters & Criteria
    Choose one or more filters and set criteria.
  5. Apply Filters
    Click Apply to filter the lead list accordingly.

How to Filter out Leads with Not Dialled Calls?

  1. Open Advanced Filters, enable the Include Activity Filters toggle, and apply the filter:
    1. Call Start Date > Between > [Specify your desired date range].
  2. Click on Add Condition and apply the filter:
    1. Call Frequency > Is Empty.

Notes

  1. The Call Start Date Filter is mandatory to use the Telephony Activity Filter
  2. The date range of a maximum of 30 days can be configured at once.
  3. Activity Filters only work in the ‘AND’ condition with the Lead Filters.

Conclusion

Telephony Activity Filters help you identify, segment, and engage leads more effectively based on call interactions. With focused filtering and real-time insights, you can improve follow-ups, monitor performance, and drive better conversions through smarter telephony workflows.

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