If you need to change something on a lead, you can do that from the admin page.  This is especially useful if the admin has locked down the agent page to prevent changes to lead information.  

From the Dashboard, click on Call Center and select Leads from the drop down.

In the Manage Leads Section, search for the lead, then click on Gear Icon, then select Edit from the drop down.

Under the Layout Field, select the form that will display the correct lead information.

Edit the lead information that needs to be updated. 

Click Apply Changes when done.

The Timeline information shows the Lead's History.

Call Logs will show the call history for the specific lead.

You can select and configure columns to display by clicking the "Customize" button.

The Workflow Logs display the workflow automation related to this lead.

The Workflow Timeline displays the lead's workflow timeline.

The SMS Logs displays the lead's SMS history.