What is an Opportunity?
By definition, an Opportunity is any session that is first identified as a Lead, unless it meets one of the specific exclusion criteria below.
A session is NOT considered an Opportunity if any of the following conditions are met:
The user explicitly refused to proceed: This includes refusing an offer or simply hanging up during the conversation.
There was no availability for the user's request: For example, a restaurant had no free tables at the requested time, or the specific product/service was unavailable.
No contact information was collected: The user did not provide a phone number or email address.
At the end of each session, the system automatically determines if the session qualifies as an Opportunity based on the rules above. If a human assessor reviews a session and believes the AI has incorrectly identified it as an Opportunity, they can manually change Is Opportunity on the Sessions page.
The Total Opportunity Value is then calculated as:
Total Opportunity Value = Total Opportunity Count x Lead Value