C360 CRM Documentation

The Script Wizard is a guided CRM tool used to create call scripts by defining questions, responses, and script flow in a structured process. It is used to ensure consistent lead engagement across teams.

To access the Script Wizard: Navigate to Sales → Script Wizard from the left-hand menu.

The Telemarketing Activity Overview provides a snapshot of overall activity with the following key operational metrics:

• Total Leads Worked: Total number of unique leads agents have worked on.
• Total Calls Attempted: Total number of calls agents have attempted.
• Total Calls Connected: Total number of calls successfully connected.
• Total Appointments: Total appointments scheduled by agents.

Users can filter this view by Date Range, Campaign, and Users.

The Telemarketing Overview Summary highlights performance and outcome trends. The table view includes the following columns:

• Agents: Name of the telemarketing agent.
• Total Lead Worked: Number of unique leads worked by the agent.
• Total Calls Made: Total number of calls attempted by the agent.
• Connected Calls: Number of calls successfully connected.
• Appointments Set: Total number of appointments scheduled by the agent.
• Connect Rate (%): Percentage of attended calls that were successfully connected.
• Appointment Rate (%): Percentage of connected calls that resulted in scheduled appointments.

Available actions include searching, filtering by Date Range, and filtering by Campaign and Users.

The Channel List provides an overview of social profile details with the following columns:

• Channel Name: Name of the social media or marketing channel.
• Provider: The platform provider (e.g., Meta, Microsoft, X Corp).
• Total Followers: Cumulative number of followers/subscribers.
• New Followers: Followers gained within the reporting period.
• Total Shares: Total count of content shares.
• Total Reach: Total unique users who saw the content.
• New Engagements: New interactions (likes, comments, clicks) during the reporting period.

Users can sort these columns ascending/descending or expand the view to fullscreen using the maximize button next to the search bar.

A role is a collection of permissions assigned to a user or group. It defines three primary constraints:

1. Accessible modules/features: Which parts of the system the user can enter.
2. Allowed actions: Whether the user can create, view, edit, or delete data.
3. Data visibility level: Whether the user sees only their own records, team records, or all records.

To access the Role management screen: Navigate to Settings in the header $\rightarrow$ Account Settings $\rightarrow$ Role.

The Telemarketing Overview section provides high-level KPIs to measure call success and lead processing:

• Total Leads Worked: Total unique leads processed.
• Total Calls Attempted: Total outbound calls made.
• Total Calls Connected: Number of calls successfully answered.
• Connect Rate %: Percentage of attempts that resulted in a connection.
• Appointment Rate %: Percentage of calls that resulted in a scheduled appointment.
• Not Interested Rate %: Percentage of calls where the lead expressed no interest.

The Agent Calling Window list provides an overview of agent call authorizations. Each entry includes the following details:

• Agent Name: Full name of the agent.
• Time Zone: The local time setting for the agent's geographic region.
• Calling Window: The permitted time range for making calls to contacts or leads.
• Working Days: Designated business operation days.
• Break: Scheduled pause or rest periods during working hours.
• Status: Indicates if the configuration is Active or Inactive.

The Form Builder in C360 is used to design, manage, and assign forms for integration with campaigns, landing pages, and lead management.

Access Path: Navigate to Marketing → Components → Form Builder from the left-hand menu.

View Options:

• Grid View: Displays forms as cards with quick actions (e.g., edit) and allows toggling status between Draft and Published. Hovering over the 'i' icon shows the description, and the preview icon opens the form in a new tab.
• List View: Provides a tabular overview of all created forms.

The Home Dashboard provides a real-time overview of business performance. Users can refine the data displayed using the following filters:

• Date Range Filter: Used to select a specific time period for analysis.
• Respective Filters: Context-specific filters available for individual widgets.

The Overview section contains two primary reports:

1. Sales Performance Overview: A comprehensive summary of key sales activities and overall team performance.
2. Win Ratio Overview: Analyzes the success rate of closing deals to evaluate sales effectiveness. This report includes additional chart controls: toggle between Line and Bar charts, save the chart as an image, and restore the bar chart.