SAP Knowledge Base Article - Public

3425749 - Customer Insights is Counting Closed Leads as Active


Customer Insights is counting closed leads as Active


SAP Cloud for Customer

Reproducing the Issue

  1. Go to Customers,
  2. Go to Customer Insights
  3. Under the Key Metrics
  4. Check the Active Leads
  5. Observe: The Numbers shown but you dont see which statuses are considered.


Expected System bahaviour.


The solution provides five pre-delivered statuses to help you identify where your contacts and companies are in the sales pipeline.

  • Open: The initial status is set to open upon lead creation.

  • Qualified: The status will automatically change to qualified when a Qualification Level is set. You can also manually change the status to qualified.

  • Accepted or Declined: The statuses are available when a lead is in a qualified status.

  • Converted: The status will automatically change to converted when a lead is converted to an opportunity, or an account and contact. Users cannot manually change the status to converted. As converted represents the final stage within the lifecycle of a lead, no further modification or conversion action will be allowed after a lead is converted. Users cannot reopen a converted lead.

The Key Metrics shown for the Active leads in the Customer Insights are as follow and bound to the Internal Statuses of the leads:

Addon Active leads - internal status

01 open  - yes
02 Qualified  -  yes
03 converted  - no
04 Accepted  - yes
05 declined  - no 

Administrators can customize lead statuses and define conversion actions for each status.


leads statuses, active leads, key metrics, customer insights , KBA , LOD-CRM-SBS-360 , Customer 360 Profile , Problem


SAP Cloud for Customer core applications 2311