Leads360 Release Notes 11.2

Overview

In April, Leads360 has been putting the finishing touches on some product enhancements for our next release on May 5. The 11.2 release continues our efforts to enhance product features to increase your productivity and increase ease of use. There have been enhancements that make Dial-IQ more efficient. Pipeline Thresholds and Distribution have been enhanced to give administrators even more control over how leads are distributed. Desktop Notifications make it easier to stay on top of system alerts. Finally, Targeted Help and Support will make it easier than ever to find relevant help topics on the Leads360 Support Portal.

Dial-IQ Enhancements

Shotgun Connect has gotten more efficient with a few key enhancements, enabling more leads to be distributed more quickly, and rewarding the more active Dial-IQ users. It is also now possible to designate how many phone numbers will be called by Shotgun Connect programs. For the 11.2 release, Dial-IQ now has Voicemail Beep Detection. When leaving a pre-recorded voicemail message it is no longer necessary to wait for the beep. As soon as a Dial-IQ user reaches a lead’s voicemail, it will be possible click the Leave Message button and move on to the next lead. Also the Dial-IQ Action Window has been enhanced to give users more call status information.

Pipeline Thresholds and Distribution

For the 11.2 release, there are two enhancements to the Pipeline Thresholds feature. Distribution programs now have a setting that enables administrators to exempt a distribution program from Pipeline Thresholds. With this new setting, leads distributed by the program will follow the program rules irrespective of a user’s Pipeline Thresholds. There has also been an improvement to the Pipeline Thresholds interface.

Desktop Notifications

Currently, in order for users to see popup alerts, they would have to have Leads360 in a visible browser window or tab. With Desktop Notifications, the alerts will be visible in a user’s browser even if they are viewing another tab.

Targeted Help and Support

Getting help in Leads360 is getting more efficient. Previously, clicking the Help and Support link at the top of each page would always load the Leads360 Support Portal home page. From there it was necessary to conduct a search for relevant help topics. As of our 11.2 release, clicking the link will return a list of Support Portal help topics that are relevant to the page the user clicks from.

Shotgun Connect Efficiency Improvement

Previously, calls made by a Shotgun Connect distribution programs would attempt to distribute one lead at a time by dialing multiple users and awarding the lead to the first user to answer the phone. After an agent took the lead, calls to all remaining agents were halted. Each time a new lead entered the system a new distribution cycle would be initiated.

As of the 11.2 Release, Shotgun connect distribution programs have gotten an efficiency upgrade allowing them to make distribute more leads, more quickly, with fewer phone calls.

When multiple leads come in that are eligible to be distributed by a Shotgun Connect program, Dial-IQ first runs a simulated distribution to identify available users. Dial-IQ then rings the phones of these available users and distributes the available leads to the available users.

Once the first agent picks up the phone and presses 1, a lead is assigned to them; however instead of ending the distribution cycle, for each additional agent that answers the phone, the system will assign and call any additional available leads. As long as there are leads and users available, phones will keep ringing.

This approach gets more leads out faster and reduces the number of times agents answer the phone only to ‘lose’ a Shotgun Connect lead.

 To support the new functionality, a small change to the user interaction is required.

Step 1 – User is notified of an incoming call attempt

Step 2 – After user presses 1 to take lead and begin calling, a new notification is displayed

Auto-Disabling Unresponsive Users

In order optimize efficiency and reward the most motivated users, the system will automatically disable the Receive Calls button for users to who do not respond to four consecutive Shotgun Connect call attempts by answering the phone and pressing 1.  If a user’s Receive Calls button is disabled, an alert message is displayed to notify the user they are not currently eligible to receive leads via Dial-IQ. 

 

To re-enable their eligibility for Shotgun Connect leads, the user simply clicks the Receive Calls button at the top right of each LeadManager page.

Max Phone Lines Setting

You can now select the number of phone lines to call through Shotgun Connect.  By default the system will call up to 10 phone lines; however this setting may be adjusted on the Call Settings: Client tab on the Client Settings page. Please note that this number should always be set lower than the number of available phone lines in order not to overwhelm your phone system.

Pipeline Thresholds

We have made a small adjustment to the Pipeline Thresholds section of the User Distribution Settings page.  Previously the section displayed all statuses with unlimited thresholds separately.  In order to make the layout more concise, statuses with unlimited thresholds will be consolidated into an entry marked “All Statuses.”

Before 11.2 Release

After 11.2 Release

 

Distribution Update - Ignore Pipeline Thresholds Setting

In release 12.1 we introduced a new feature, User Pipeline Thresholds, which allow an Administrator to limit the number of new leads that may be distributed to a user based on the number of leads the user currently owns in a particular status. 

Although this initially applied to all distribution programs, we have added a new “Ignore Pipeline Thresholds” setting on the Distribution Program Settings page.  When the box is checked, the Pipeline Thresholds will be ignored for that distribution program.

 

Leave message button – beep detection

Previously, when a user wanted to leave a message it was necessary to wait for the beep after being connected to the leads voicemail. When the Voicemail beep was heard, the user clicked the Leave Message button which disconnected the user from the call and left the pre-recorded standard voicemail message for the lead.

As of the 11.2 release it is now possible to click the Leave Message button as soon as the user is connected to the leads voicemail. Dial-IQ will detect the beep and leave the message after it sounds. If no beep is detected, Dial-IQ will play the users pre-recorded message after 10 seconds.

 

  

Desktop Notifications

The current Dial-IQ notifications are presented to the user as an in-page pop up window. This can pose issues for clients as their users might not always have the LeadManager window active and in the foreground within their browser.

As of the 11.2 Release it will be possible to receive Dial-IQ alerts by Desktop Notifications. Desktop Notifications will pop up and be visible to the user when Leads360 is not the active tab or window in the browser.

The following Dial-IQ Alerts will be served as Desktop Notifications

1.       Shotgun Connect Notification

2.       Scheduled Dial Notification

3.       New Lead Notification/ Control Connect

4.       Call Transfer Notification

 

Desktop Notifications work only with Google Chrome and Microsoft Internet Explorer. This feature does not work with Mozilla Firefox.

 

To use Desktop Notifications with Internet Explorer it is necessary to download the Google Frame Plug in. This setting is enabled at the client level, so once it is turned on, users who log in using Internet Explorer will be prompted to download this plug in upon log in.

The Google Frame Plug in for IE can also be gotten from here: http://code.google.com/chrome/chromeframe/

Whether the user logs in using Chrome or IE with the Google Chrome Frame plug-in, it is necessary to enable Desktop Notifications on the My Settings page. At the bottom of the form, click the Get Permission button on the Receive Desktop Notifications setting line.

 

If you are using Firefox or IE without the Google Chrome Frame plug-in, the Receive Desktop Notifications setting will indicate that your browser does not support this feature.

When this feature is enabled, your Dial-IQ alerts will pop-up regardless of which tab or window is active in your browser.

 

Timezone Protect – IntelliDial and Shotgun Connect

Time Zone Protect prevents leads from being called outside of hours that you deem inappropriate.

Click the Call Settings: Client tab on the On the Client Settings page.

At the bottom of the form there is a setting called Timezone Protect for Shotgun Connect and IntelliDial.

Use this setting to prevent leads from appearing in the IntelliDial prioritized queue that are when it is outside of appropriate calling hours. This setting will also prevent leads from being distributed by Shotgun Connect if it is outside of appropriate calling hours in the leads time zone.

Targeted Help and Support links

Previously, clicking Help and Support on any page in LeadManager would load the Support Portal home page.
Support Portal Home Page

 

As of the 11.2 Release, the only way to navigate directly to the support portal home page is by clicking the Help and Support link in the Main Menu.

 

 

Clicking the Help and Support link on any given page will now load a search results page on the Support Portal that returns results relevant to that page.

 

For example, clicking Help and Support on the Form Builder page will load the following Support Portal search results page.

 

Bug Fix: Global Filter – Manual Assignment

The 11.2 release included a new Global Filter- Manual Assignment function which allowed an Administrator to apply rules (previously only used for automatic distribution) to the manual assignment of a lead.  A typical scenario would be a rule that prevents a lead from a particular state being assigned to a user who is not appropriately licensed in that state.

e.g. A manual assignment rule states that John cannot receive leads from California. Any attempt to manually assign a California lead to John will be prohibited by the system.

The feature included a bug which allowed users to change lead data to a value that violated the rule and then save it.  This has been corrected.

e.g. A manual assignment rule states that John cannot receive leads from California. If John owns a lead and attempts to change the state to California it will be prohibited by the system.

 

Improved Call statuses in the Dial-IQ Action Window

We are providing more Call Status information on the Dial-IQ Action Window. Previously only the Call Status was displayed. With only the call status being displayed, it was not possible for the user to know where the call broke down. The new Dial-IQ messaging will include brief information about whether the lead number was busy, whether an error occurred, etc.

Examples include:

 

Click here for a Complete List of Expanded Dial IQ Action Window Call Status Messages