Lead Claim and Distribution Logic

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1. How lead reaches the agents using the Sales app?

2. How many agents receive notification for an incoming lead?

3. How agents are selected for receiving a lead?

4. What is the limit in claiming leads from the fresh bucket?

5. What could be the reason for an agent not receiving any incoming digital lead?

6. What could be the reason for an agent not receiving any incoming offline lead?

Overview

Leads can flow to agents using the Sales app in different ways, based on lead source/channel. Each one has its own conditions and limitations on how agents can claim a lead. 

1. How does a lead reaches the agents using the Sales app?

Lead coming from different channels/sources reaches agents in different ways. 

I. Digital/Online lead: Any lead which comes from a digital source/channel is a digital lead. Any individual interested in the project fills up an inquiry form to generate a lead. As soon as a digital lead gets generated in the system, it reaches the agent's mobile device with the Sales app within seconds. A similar display (screenshot below) is displayed on the screen with a notification sound. The agent clicks the claim button to claim the lead. 

II. Offline lead: Any lead which comes from a virtual number used across campaigns for a project, is an offline lead. Any individual interested dials the virtual number. The call reaches our system, a lead gets generated and the lead is connected with the agent via audio call. The agent receives an audio call on his/her mobile device along with the details of the project displayed. The screenshot below is an example. As soon as the agent answers the call and speaks to the agent, the lead goes into his/her claim bucket. 

III. Leads in the fresh bucket: Leads can also be present under a fresh bucket in the Sales app. These leads are available to be claimed by any agent of the project. There could be many scenarios for a lead to reach a fresh bucket like bulk upload, inquiry in non-working hours, etc. 

IV. Lead transferred to agent: Leads can also be transferred to agents either through a patch-out by the call center or lead being transferred by another agent or TL. In either case, leads are directly assigned to the agent in any one of his WIP buckets, based on lead status. And the agent receives a notification on his/her Sales app.

V. Agents creating leads using the Sales app: Agents may add leads by creating them in the Sales app. The created leads are assigned to themselves. They may use this option to create leads in case of referral leads or leads from channel partners. For more info on how to create leads using a sales app, refer to this link.

VI. Leads through bulk upload: Leads can also be uploaded in bulk in a .csv format through the dashboard. These leads can be assigned to agents directly, in this case, agents will be notified on the Sales app. Or else these leads can be added to the fresh bucket, where all agents can start claiming them using the Sales app.

2. How many agents receive notification for an incoming lead?

I. Digital leads: For digital leads, a maximum of 5 active agents are selected to receive the incoming lead notification. Whoever claims the lead first, the lead will be assigned to him/her. In case, agents do not want to claim, they can decline also. If none of the 5 agents who received the notification, claim the lead, the system will attempt again by selecting the next active 5 agents. If still no one claims, the lead goes to the fresh bucket. 

II. Offline leads: In Offline leads, a maximum of 5 active agents receive an incoming audio call from a virtual number. Whoever answers the call and speaks to the customer gets the lead. In case no one answers the incoming call, the lead goes to the fresh bucket.

3. How agents are selected for receiving a lead?

For both the digital as well as offline leads, the agents are randomly selected from the available and active agents in the project. In the case of digital leads, an agent will not be selected, if he/she has claimed a lead within 10mins of the next lead. And in the case of offline leads, an agent will not be selected, if he/she has claimed a lead on the same day. Note: All above conditions are subject to the number of active agents in the project, i.e if all active agents within the project are exhausted, the system will continue selecting agents in the round robin.

4. What is the limit in claiming leads from the fresh bucket?

If an agent tries to claim multiple leads at once, there is a limit on the count. Within every 10 mins, an agent can claim not more than the count from the formula below:

No. of leads an agent can claim in 10 mins  = (total no. of leads in fresh/total active agents)+1

5. What could be the reason for an agent not receiving any incoming digital lead?

Agents may not be receiving any digital leads due to any one or more of the following reasons:

I. Agent lead flow: If the lead flow is switched off, agents will not receive any digital lead.

II. Agent app status: In case, an agent has set himself/herself inactive, he/she will not receive any digital lead notification.

III. Battery optimization: If battery optimization is not disabled for the sales and sales connect app on the mobile device, digital leads will not reach the agent's device.

IV. Auto-run permission: Auto-run needs to be enabled on the mobile device for the Sales and Sales Connect app, for agents to receive any incoming digital leads. 

If any agent is still facing issues in receiving digital leads, after confirming all the above points, please reach out to [email protected].

6. What could be the reason for an agent not receiving any incoming offline lead?

Agents may not be receiving any offline leads due to any one or more of the following reasons:

I. Agent lead flow: If the lead flow is switched off, agents will not receive any offline leads.

II. Network problem: If the agent is facing a network issue, offline leads may not reach him/her. 

If any agent is still facing issues in receiving digital leads, after confirming all the above points, please reach out to [email protected].

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