Reporting Training: Response Status Values

What's Your Status?

Learn about response status values: How they're set, and what the system set values mean.

Video Transcript

Welcome. This is a review of the Response Status Values. Response Status is a field on the campaign member that is set and managed automatically by Response Management and Funnel Metrics.

We want to emphasize Response Status picklist values because they are very helpful in understanding the current or final outcome of a response, and are used extensively in our reporting package.

Possible values are shown here. Some of these are going to vary in every organization, and others are standard in all of our installations.

First, Not Engaged. This stage indicates there is no engagement by sales on this lead or contact. In most orgs, the Not Engaged Status will only be seen if a rep has edited a lead or contact status directly from an active status back to Not Engaged. (1:00) General best practice is to always move forward from a working status, even if it's to a dispositioned status like Nurture or Recycled. If you have a lot of Not Engaged statuses in your responses, you may need to check on your sales follow up, and make sure everyone on the sales team is trained on lead processing.

Next, the In Process Values: These are the active statuses, meaning a funnel is currently being tracked on these engagements. We’re showing some commonly used examples (Open – Not Contacted, attempting contact, Working, Accepted), but your status values may be different. These values indicate that the response has qualified, and is either being worked by sales or should soon be worked.

Qualified – New Opportunity indicates that an opportunity has been created and is currently open.

The Engagements Ended-type values mean that the engagement has ended, but they should also give us more information. (2:00) Most companies use a value like Rejected or Disqualified when the contact has left the company, or works for competition, or other reasons that are more permanently disqualifying.

You may also have a value like Nurtured or Recycled, indicating the engagement has ended, but we will continue marketing to this person. For example, the person was found to have no budget in the current quarter, or time frame was too long.

If you don’t already do this, we recommend using a follow-up reason field as well, to show with more detail why a person has been dispositioned.

Resolved – Opportunity Lost and Resolved – Opportunity Won are simply as their labels indicate.

Resolved – Opportunity Deleted means there was an opportunity linked to this response, but it was deleted. This should be avoided, and could mean that you have a process problem where the sales team again needs some training on ending opportunities.

Resolved – Merged means leads or contact records, both with an active response, were merged together. (3:00) The more recent of the 2 active responses will be set to this value.

There are two Never Engaged Values. Resolved – No Action Required means that the response did not become active due to not being qualified. Whether you are scoring people directly or using a Marketing Automation Program to qualify people, this indicates the person did not meet the threshold required to qualify. The other possible reason is that the person was in a nurture timeout, meaning they are in a set timeout period during which nothing they do will qualify them.

Resolved – Already Engaged means that the related lead or contact already had an active status value, like Working or Sales accepted, when this response came into salesforce. This is usually, but always, because the person had an active response being worked already.

Finally, you may see a value of Legacy on some of your older responses. This is set during the Full Circle deployment when we adjust the data, and it means we don’t have a way to know (4:00) how these engagements ended, as they ended prior to Response Management implementation.

In our next video, we will start to explore the Full Circle dashboards. Thanks for watching.