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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Identifying Inactive L...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Identifying Inactive Leads/Contacts to monitor and reduce Quota Consumption in Customer Insights

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Posted on by RS-03030928-0

How can I determine in Dynamics Customer Insights which specific Leads/Contacts will no longer be counted as People with Interaction and will therefore free up seats within the quota limit?

I tried setting up some segments, but the behavioral triggers seem limited (for example, there is no condition like “Email not sent,” etc.).

Thank you

Categories:
Dynamics 365 Customer Insights - Journeys
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  • Suggested answer
    Zhilan Profile Picture
    Zhilan 19 on at
    You can do it in multiple ways,

    1. by creating new segments based on "last" time of having an interaction with that specific lead or contact
    2. by adding a calculated field to count days of the days that no interaction happened and based on that you can filter your leads and contacts
    3. We have retencion policy that you can use and specify those people who has no interaction for a specific period of time


    and it's important to undrestand how the interactions is calculated, if the record does not contain
     

    • Email sent

    • Email opened

    • Email clicked

    • Form submitted

    • Journey participation

    • Marketing page interaction

    • SMS interaction

    • Event registration

    • Etc.

      it will count as not intracted, and we don't have specific time or a condition to specify this contact/lead has interaction or not.
      so we need to do it in alternative ways

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