Milestone and Performance Metrics

Two new and improved reporting features have been added to the LeadManager dashboard, the Milestones and Performance Metrics reports.  These reports provide insight into the performance of your users and company, allowing you to identify your best performers.  This report is available to Administrators only and is not currently available to Group Managers or Users.

Milestones Report

 

The Milestones Report shows how quickly and efficiently you’re making first contact with your leads, and how many of your leads have moved through each defined Milestone (Contact, Qualification and Conversion).  This data can be viewed for the entire company or a specific group or user, by clicking the available tabs.  Use the available filters to select your date range for the report.

Metric	Description
Speed to Contact	Definition Expressed in days, hours and minutes, the average time it takes to make first contact (based on the Contact Milestone) with a lead from the create or assignment date. Date Range ·         From the Company tab, time is measured from lead creation date to first contact ·         From the User or Group tab, time is measured from assignment to  first contact
Contact Rate	Definition Expressed as a percentage, the number of leads that have reached the Contact Milestone (based on an action taken or status change) divided by the total number of leads.  Denominators ·         Company Tab – All leads created during the selected date range ·         Group Tab – All leads assigned to the group during the selected date range ·         User Tab – All leads assigned to the User during the selected date range Date Range ·         From the Company tab, date range is based on lead creation date ·         From the User or Group tab, date range is based on assignment date
Qualification Rate	Definition Expressed as a percentage, the number of leads that have reached the Qualification Milestone (based on an action taken or status change) divided by all leads. Denominators ·         Company Tab – All leads created during the selected date range ·         Group Tab – All leads assigned to the group during the selected date range ·         User Tab – All leads assigned to the User during the selected date range Date Range ·         From the Company tab, date range is based on lead creation date ·         From the User or Group tab, date range is based on assignment date
Conversion Rate	Definition Expressed as a percentage, the number of leads that have reached the Converted Milestone (based on an action taken or status change) divided by all leads.   Denominators ·         Company Tab – All leads created during the selected date range ·         Group Tab – All leads assigned to the group during the selected date range ·         User Tab – All leads assigned to the User during the selected date range   Date Range ·         From the Company tab, date range is based on lead creation date ·         From the User or Group tab, date range is based on assignment date

 

Performance Metrics Report

 

The Performance Metrics Report shows the activities performed by your users as well as the results of that activity, and may be viewed in both text and chart formats.  The report may be filtered by campaign, group, user, and date range.  Clicking on the individual metrics loads a chart so that you can view a visual illustration of your performance.  When filtering Performance Metrics by group or user, click the Show Company Average check box to compare the selected group or user’s performance to the overall company performance.

 Report Details

--User Activity—   These metrics show all activities by an individual user or all users.  These metrics account for all actions taken, whether or not the lead was assigned to the acting user at the time an action was taken. These metrics account for all actions taken, whether or not the lead was assigned to the acting user at the time an action was taken. Note: Date range filter is based on when the activity occurred (not the lead creation or assignment date)
Metric	Definition
Total Actions Taken	The total number of actions taken by a user, group, or company over a selected date range.
Total Contact Attempts	The total number of actions taken by a single user or all users (depending on filter applied) that equals a Contact Attempt.
Total Contacts Made	The total number of actions taken by a single user or all users (depending on filter applied) that equals the Contact Milestone.
--User Results— These metrics show the effectiveness of a user’s or company’s activities in terms of how many unique leads have been worked as a result.  These metrics account for all actions taken, whether or not the lead was assigned to the acting user at the time an action was taken. Note: Date range filter is based on when the activity occurred (not the lead creation or assignment date)
Metric	Definition
Unique Leads Contacted	The total number of unique leads that have reached the Contacted Milestone over a specified duration.
Unique Leads Qualified	The total number of unique leads that have reached the Qualified Milestone over a specified duration.
Unique Leads Converted	The total number of unique leads that have reached the Converted Milestone over a specified duration.

 

Email Delivery and Email Summary Report

In conjunction with new LeadManager email delivery features, Leads360 has released a new report, the Email Result Summary.  This report displays results returned  by Internet Service Providers (ISPs) such as Yahoo, Hotmail and Google, in response to email sent through the LeadManager.  Selected metrics include a clickable link which allows you to view a complete list of email addresses that resulted in a specific negative response, giving you unprecedented insight into your email delivery rates and identifying which email addresses are valid and which should be updated.  To access this report , go to Reporting à Email Reports à Email Result Summary.

Invalid Email Addresses

When an ISP returns a response indicating an email is invalid, the email address is automatically disabled within the LeadManager.   This is necessary because continuing to send emails to invalid addresses appears to the ISP that you are engaged in spamming.  Once identified as a spammer, ISPs will immediately restrict all your email (even to valid addresses), either by sending it to junk mail folders or blocking it altogether.  By disabling these addresses, Leads360 is actively managing your list hygiene and insuring that you do not adversely affect your ability to reach your leads.

Note: Once email addresses are disabled, additional attempts to send email to them will fail but WILL NOT count against your monthly email volume.

Email Summary Report

When first accessing the page, you will see the top portion of the report.  Available filters allow you to select results for specific email templates, campaigns, emails sent to your leads or users, and date range.  To view your results, select the appropriate filters and click Go. 

After clicking the number link, a secondary report is displayed, including details on the lead, email address, template, send date, the reason for the failure, and the current status of the email address (enabled or disabled). 

 

 

 

Email Delivery Metrics and ISP Responses

Metric	Description
Total Emails Sent	The total number of emails successfully sent to the email delivery engine (excludes email addresses that were previously disabled due to Opt-Outs, Spam Complaints, Hard Bounces and Unknown User responses).
Total Emails Delivered	The total number of emails that were successfully delivered to the recipient’s mailbox.
Total Emails Rejected	The total number of emails that could not be delivered to the recipient due to Spam Complaints, Hard Bounces, Unknown User, and Soft Bounce failures. You may click the number link to see a complete list of all emails that generated this response.
Spam Complaints	The total number of emails that resulted in a Spam Complaint by the recipient or receiving ISP.  You may click the number link to see a complete list of all emails that generated this response. Note: Email addresses that result in Spam Complaints are disabled and blocked from future email delivery from the LeadManager.
Hard Bounces	The total number of sent emails that resulted in a Hard Bounce (permanently undeliverable) response from the receiving ISP.  You may click the number link to see a complete list of all emails that generated this response. Note: Email addresses that result in Hard Bounce responses are disabled and blocked from future email delivery from the LeadManager.
Unknown Users	A subset of Hard Bounces, this is the total number of sent emails that resulted in an Unknown User (invalid email address) from the receiving ISP. You may click the number link to see a complete list of all emails that generated this response. Note: Email addresses that result in Unknown User responses are disabled and blocked from future email delivery from the LeadManager.
Soft Bounces	The total number of emails that resulted in a Soft Bounce (temporarily undeliverable) response from the receiving ISP. You may click the number link to see a complete list of all emails that generated this response. Note: After three Soft Bounce responses, the email address is disabled and blocked from future email delivery from the LeadManager.

 

Additional Email Practices

We understand that email delivery practices and ISP rules are new to many of our clients.  We invite you to contact your Leads360 Account Manager or the Support team if you have questions.

XML Poster

The XML Poster is a new product allowing Leads360 Enterprise and Small Business clients to directly create and manage the posting of lead data from the LeadManager to an external system.  The add-on feature replaces the need for custom develop for basic posting workflows for dialer applications and other third-party systems.  Using this feature requires a low level of technical expertise, but a basic familiarity with the concepts of XML, Web Service, or HTTP POST methods is helpful.

This interface is based on the Manage Email interface, allowing users to associate posts with status and action changes as well as filtering and drip settings.  For instance, a client can post lead data to a dialer when a lead is X days old with a loan amount of Y in the Nurture status.

Available Posting Methods

The XML Poster supports four common posting methods, including XML Post, URL-Encoded Post (HTTP POST) ,URL-Encoded GET (HTTP GET) and Web Service.

Accessing the XML Posting Tool

Once enabled, clients may go to Administration à Manage Posts to access the XML Posting Tool

 

Using the Manage Posts Main Page

From the Manage Posts Main Page, users may see a list of all existing posting templates and create new ones.

1. Add New Post – Click to add a new post
2. Title – The title specified for the post
3. URL – the URL to which the data is posted
4. Enabled Yes/No – Turns the posting on or off
5. Options

a.       Edit – Takes user to the Posting Details page

b.      Settings – Takes user to the Drip Settings for the specified post

c.       Delete – Deletes the posting

d.      View Queued Posts – Displays a list of all upcoming posts based on filter criteria

Composing or Editing a Posting Template

1. Title – Enter a descriptive title of the post
2. URL – Enter The URL to which data is posted
3. Type – Select the appropriate posting method based on the receiving application’s requirements

• XML Web Service POST
• URL - Encoded POST
• URL – Encoded GET

1. Header – Enter header information (generally required for a Web Service POST) based on the receiving application’s requirements
2. Update Lead – Select from dropdown.  This feature is only used for applications that post back lead data updates (e.g. Nylx)
3. Body – Enter the XML or Web Service code provided by the receiving application. The variables within the code may be replaced with field tags to grab specific  lead data for each post .  The complete list of available field tags may be viewed by clicking the View Field Tags link.
4. Response Conditions – Allows user to trigger additional events based on the response received from the third party application (see below for more detail)

Using Response Conditions

This feature is used when a client wants to trigger another post based on the response returned by a receiving application.

Note: This interface will be updated to allow clients to trigger an email template based on the response.  This is valuable in cases where an error or failure response is received and clients can automatically post a notification email to alert them of the problem.

1.       Regex Pattern – Enter the specific text response from the receiving application that will trigger an additional post

2.       Template – Select the template which should be triggered based on the response specified above

a.       Note: This interface will be updated to allow clients to trigger an email template based on the response.

3.       Priority – if multiple conditions are specified, select the priority for order of additional postings

Creating Specific Posting Types

The following provides details creating different post templates based on the selected method.

 

XML POST

1.       Go to Manage Posts and click Add New Post

2.       Enter descriptive Title and the receiving URL

3.       Select XML Web Service Post from the Type dropdown menu

4.       Enter a header if required by the receiving application (they should provide the exact specifications if required)

5.       Paste the complete XML sample provided by the receiving application in the Body window

6.       Replace variables with the field tags as required

7.       Select Response Conditions if applicable

Web Service

1.       Go to Manage Posts and click Add New Post

2.       Enter descriptive Title and the receiving URL

3.       Select XML Web Service Post from the Type dropdown menu

4.       Enter a header if required by the receiving application (they should provide the exact specifications if required)

5.       Paste the complete Web Service code sample provided by the receiving application in the Body window

6.       Replace variables with the field tags as required

7.       Select Response Conditions if applicable

URL-Encoded POST (sometimes referred to as HTTP POST)

1.       Go to Manage Posts and click Add New Post

2.       Enter descriptive Title and the receiving URL

3.       Select URL -Encoded Post from the Type dropdown menu

4.       Paste the additional URL parameters (everything in the URL after .com specified in the URL field)

5.       Replace variables in the URL with the field tags as required

6.       Select Response Conditions if applicable

URL-Encoded GET (sometimes referred to as HTTP GET)

1.       Go to Manage Posts and click Add New Post

2.       Enter descriptive Title and the receiving URL

3.       Select URL -Encoded GET from the Type dropdown menu

4.       Paste the additional URL parameters (everything in the URL after .com specified in the URL field)

5.       Replace variables in the URL with the field tags as required

6.       Select Response Conditions if applicable

Using Posting Triggers

As with the Manage Email interface, clients may specify triggers for posts either by using the drip settings interface or by associating post with actions or statuses.

 

Triggering a Post with an Action

Using this method, a post can be automatically sent when an action is taken by a user.

1.       Create a posting template

2.       Go to Administration àManage Actions page

3.       Click on the Posts link

4.       Select a posting template from the available Post Templates window

5.       Click Assign

6.       To remove the post from the action, click the Remove button underneath the Posts Sent Upon Action window

Triggering a Post with a Status Change

Using this method, a post can be automatically sent when a status change occurs.

1.       Create a posting template

2.       Go to Administration àManage Status page

3.       Click on the Posts link

4.       Select a posting template from the available Post Templates window

5.       Click Assign

6.       To remove the post from the status change, click the Remove button underneath the Posts Sent Upon Status Change window

Triggering a Post Using Drip Settings

Using this method, a post can be sent on a wide range of filter criteria.

1.       Create a posting template

2.       Click the Delivery Settings Tab on the Compose Post page or the Settings link from the Manage Posts main page

3.       Select a delay if applicable

4.       Create filters as necessary

5.       Click Assign

Advanced Features

Using If Statements

For more advanced users, the XML Posting interface supports the use of basic If Statements.  This is valuable if a user wants to specify a substitute value for a field when it is blank or doesn’t meet a specified criteria.  For instance, if the loan amount field contains no value, the user may specify a substitute field from which data could be pulled.  The If statement code is used to replace a value in the XML or HTTP Post the same way field tags are used.   Below are some examples of how the if statement may be used.

·         If field Occupation field is empty, then substitute the word Other:

{if({Lead.Occupation }||Other)}

 

·         If field Occupation equals Cat Wrangler, then substitute field Y:

{if({Lead.Occupation }|Cat Wrangler|{field y})}

 

·         If field X is blank, then substitute the value, Other:

{if({field x}||Other)}

Setting up the XML Poster

To setup a posting using the XML Poster , the client will need to complete the following steps:

1. Submit a request to Lead360 Account Manager to have XML Posting enabled
2. Complete the following with the with the receiving third party application
3. Confirm the posting methods they accept:
   1. XML Post
   2. Web Service Post
   3. URL encoded POST (HTTP POST)
   4. URL encoded GET (HTTP GET)
4. Get a sample of the XML or Posting String, including a header if required
5. Get the destination URL to which you will be posting data
6. Create a new posting template on the Manage Posts page within the LeadManager
7. Add the XML or Posting String to the template and include field tags as necessary
8. Setup the posting triggers for the template (using an action, status or drip settings)
9. Test your post and confirm that it is working properly