Advanced Distribution Settings - Performance Based Lead Max Adjustments

Overview

Prior to the 11.3 release, Lead360 has supported distribution of leads based on data contained within a lead.  Introducing the concept of Performance Based Distribution will make it possible to dynamically increase or decrease lead maximums based on the following metrics:

• Speed to Contact Attempt
• Speed to Contact
• Contact Rate
• Qualification Rate
• Conversion Rate

The Performance Based Lead Max Adjustments will operate on the program level. Administrators may select one of the above referenced metrics from which to dynamically adjust daily lead maximums.

How it works

• An administrator selects the metric he would like to use to for this function, for example,  Speed to Contact Attempt
• The administrator sets a top threshold which, when exceeded, will increase a user’s lead flow by a specified number of leads
• An administrator may also set a bottom threshold which, if the user’s metric is below that number, will decrease lead flow by a specified number of leads.
• Before a lead is distributed to a user, the system checks the Performance Metrics setting
• If a user’s metric exceeds current top threshold then the user is eligible to receive specified number of additional leads.
• If the user’s metric does not meet bottom threshold – The specified penalty is applied

These thresholds are set on the program level and are applied to a single distribution programs. These thresholds are applied ONLY to automated lead distribution.  Any manual assignment or batch assignment of leads will ignore this rule.

 

Configuring Performance Based Lead Max Adjustments

Configure these settings by clicking the Advanced Setting BETA: Performance Filters on the Add/Edit Lead Distribution page.

The Advanced Setting BETA: Performance Filters tab

When this tab loads for the first time, i.e., when there have not yet been any Performance Filters applied, the tab will have only one field; Performance Metric. The field will default to the value “None,” meaning that

It is possible to choose from the following Performance Metrics:

• Speed to Contact Attempt
• Speed to Contact
• Contact Rate
• Qualification Rate
• Conversion Rate

 

After selecting a Performance Metric from the dropdown more fields will be displayed.

1. Time Frame - This dropdown includes durations over which the selected performance metric will be calculated.

Available time frame dropdown options include:

• Last 7 days
• Last 30 days
• Last 60 days
• Last 90 days
• Last 120 days

 

1. Reward Rules - This section allows an administrator to select rules to reward users who exceed the specified performance metric by incrementally increasing the user’s daily max leads count. Leave this setting blank to ignore this metric, i.e., give no reward
2. Penalty Rules - This section allows an administrator to select rules to penalize users who do not meet the specified performance metric by incrementally increasing the user’s daily max leads count. Leave this setting blank to ignore this metric, i.e., give no penalty

Note that different configuration options are displayed based on whether the rules use time based or milestone (percentage based) rules.

Using Time Based Metrics (E.g. Speed to Contact Attempt)

When a time based performance metric (Speed to Contact Attempt or Speed to Contact) is selected in the performance metric dropdown; the additional Time Frame and Reward/Penalty elements are displayed. Here’s how they work.

 

Setting a reward/penalty for a time based metric is done by putting a number in the first field, selecting minutes, hours, or days from the dropdown. This sets the period of time. Then put a number of leads by which to increase or decrease the daily maximum.  For example;

Reward: if {Speed to Contact Attempt} is LESS THAN 15 minutes then INCREASE Daily Lead Maximum by 2 leads.              

Using Milestone (Percentage Based) Metrics (E.g. Conversion Rate)

When a percentage based performance metric (Contact Rate, Qualification Rate or Conversion Rate) is selected in the performance metric dropdown; the additional Time Frame and Reward/Penalty elements are displayed. Here’s how they work.

 

Setting a reward/penalty for a percentage based metric is done by putting a percentage in the first field, and putting a number of leads by which to increase or decrease the daily maximum.  For example;

Reward: if {Conversion Rate} is GREATER THAN 15% then INCREASE Daily Lead Maximum by 2 leads.

After configuring the Performance Based Filters, Click the Save button to apply the performance filters.

 

User Filters: Who Receives Leads tab

It is possible to see the each user’s adjusted lead flow on the User Filters: Who receives leads? tab

 

There is a new Adjusted Daily Max Leads column on this tab.

1. Adjusted Daily Max Leads Column – This column is ONLY displayed to Enterprise customers and shows the adjusted Daily Max Leads number (+/-) based on currently enabled advanced distribution rules.  A + or – number is shown indicating how many leads have been added or subtracted from the Daily Max Leads.  In addition the total number of leads, including the adjustment is shown.
2. Reward Note – If the user has met the requirement for receiving additional leads, the note is displayed in green clickable text.  When clicked, a popup, containing a description of the applicable rule, is displayed (see next section).
3. Penalty Note - If the user has met the requirement for receiving fewer leads, the note is displayed in red.  When clicked, a popup, containing a description of the applicable rule, is displayed (see next section).

If no change has been applied to user’s daily maximum, the Adjusted Daily Max Leads column will display the user’s normal daily max.

 

User Filters Page – Daily Lead Max Adjustment Popup

When an administrator clicks the text associated with the Reward or Penalty note, a popup is triggered.  The popup contains a description of the relevant performance based filter.

 

User Distribution Settings

On the Manage Users page, clicking the Distribution settings link on the Options column will display user distribution settings for the associated user

.

 The Adjusted Daily Max Leads column also appears on this page. Its functionality, including the Daily Lead Max Adjustment Popup is the same as where this column appears on the User Filters: Who Receives Leads tab on the Add/Edit Distribution page.