In InTouch, you may decide you want to see which contacts are more engaged with you as a company, so you can pay more attention to these than the customers who perhaps haven't shown any sign of interest in years!
The way you can assess the quality of your contacts is by viewing the lead scoring (stars next to contact record)
This shows you how engaged the contact actually is with you (if they open emails etc)
You can also change the way these scores are set yourself, more info on this here- https://support.intouchcrm.com/articles/contacts/l...
An example of these stars on a contact record are here-
This shows 0 stars, meaning a contact that's very disengaged with your product/service!