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11.1 Release Notes - February 24, 2011
Leads360 Support February 24, 2011
Leads360 11.1 Release Notes
The first release of 2011 features several product enhancements. Demand Connect, a new Dial-IQ feature is making its debut and there have been refinements to Dial-IQ reports, including a new report, the Average Call Volume Report. There are also two distribution enhancements that make it even easier to control the flow of leads to users. The distribution enhancements are Pipeline Thresholds and Manual Assignment Global Filters.
Shotgun Connect Page View Requirement
Actions that Require Calendar Events in Dialer Action Window
Dial -IQ Demand Connect – Get Lead Button
Average Call Volume – New Dial-IQ Report
General Dial-IQ Reports Update
Manual Assignment Global Filter
Dial-IQ Persistent Dialing
Persistent dialing is a new Dial-IQ feature that aims to improve user efficiency by allowing them to call the next number for a lead (or the next lead) without hanging up.
When a call is ended by a user or by a lead, the user will remain connected to Dial-IQ for 12 seconds. This allows them to initiate the next call without having to answer another call. Users may initiate the next call (and end the current call) by clicking Call Next Lead button OR by clicking next phone number of the lead in Dial-IQ interface. Note: The 12 second duration can be customized at client level via back end. To change this setting, contact your account manager.
Dial-IQ Cold Transfer
It is now possible to transfer Dial-IQ calls to other Dial-IQ users from the Dial-IQ Action Window. This feature is available as part of the full Dial-IQ product and not available for clients who are using Click-to-Dial only.
When a user is on a Dial-IQ call he can click the Transfer button to transfer the call to another Dial-IQ user.
When the user clicks the Transfer button a list of available users will pop up on the screen.
When the user clicks the name of another user to whom he would like to transfer the call, the call will be transferred and the Transfer Call pop up will close.
This is called a cold transfer because the user receiving the transferred call will not be alerted that the call he is receiving is transferred from another user.
Note that if no users are available to receive a transferred call, the Transfer Call popup will display a message indicating that there are no available users to receive a call.
It is possible for the transferring user to take an action and make a comment on a lead. Note that as soon as a user transfers the lead, it is reassigned to the user receiving the transfer.
If the transferring user has made changes to the lead on the Add/Edit Lead page he must click the Save button before transferring the lead.
If the transferring user is unable to transfer the lead for any reason, he can still assign the lead to the desired user from the view leads page.
Shotgun Connect Page View Requirement
Formerly, Page View Requirement was a required field when creating a Shotgun Connect Distribution Program. This has been changed so that administrators are now able to create Shotgun Connect programs without ‘Page View Requirement’.
Pre-Recorded Messages
The Dial-IQ feature that enables users to create a pre-recorded voicemail that can be left by clicking a button on the Dial-IQ Action window has been enhanced. Previously the voicemail time limit has been 20 seconds. It is now possible to have a pre-recorded voicemail message as long as 60 seconds.
Actions that Require Calendar Events in Dialer Action Window
Formerly, the Action dropdown that appears in the Dial-IQ Action Window did not display actions that required Calendar Events.
Now, all actions, including actions which require calendar events will be included in the dropdown on the Dial-IQ Action window.
Dial -IQ Demand Connect – Get Lead Button
Dial IQ customers now have a more efficient way to get new leads via Blind Pull distribution programs via a new Get Lead button displayed in the top navigation of each page. Now it takes just one click to get a new lead and start dialing.
How it Works
When the user clicks the Get Next Lead Button, the system looks for a lead in the highest prioritized Blind Pull program. If no lead is found within that program, it looks at the second highest ranked program, continuing in order until either a lead is found or it reaches the lowest prioritized program without finding an eligible lead. Once an eligible lead is found, it is assigned to the user and the Dial IQ Action Window expands and a call is placed to the lead.
Get Lead Button
Dial-IQ Reports
Average Call Volume – New Dial-IQ Report
Average Call Volume is a new Report. On the Reporting submenu, mouse over Lead Dialer Reports and click on Average Call Volume
Overview
The goal of the Average Call Volume report is to provide an hour-by-hour, day-by-day view of the average number of Dial-IQ calls. This applies to all Dial-IQ calls whether they are initiated by Dial-IQ (Shotgun Connect or Scheduled Dial) or by the User (Intelli-dial, Speed Dial, or Click-to-Dial).
The purpose of this report is to provide greater insights into the actual calls made via Dial-IQ for a selected date range – the report can also show hourly and daily averages to help administrators and managers better understand peak days and hours of outbound call volumes.
Set the filters and date range and run the report. Each Day has its own column and is divided into two sub columns: System and User.
The System sub column contains the average number of Dial-IQ calls that were initiated by Dial-IQ, i.e., Shotgun Connect, and Scheduled Dial. Also included in this number are Demand Connect calls and calls placed when a user dials a lead from a New Lead Notification popup. In both of the latter two cases, the lead is assigned to a user via a distribution program immediately preceding the call. So even though the user initiates the call by clicking a button, these are still considered system calls.
The User sub column contains the average number of Dial-IQ calls that were initiated by the User, i.e., Click-to-Dial, Intelli-Dial, and Speed Dial.
Here is an example of how to read the report.
1. In the last 60 Days
2. Dial-IQ calls Initiated by Users on Wednesdays
3. Between 12:00PM and 1:00PM
4. Averaged out to 1.2
Note that the default date range is “Last 7 Days.” If the selected date range of report is seven days or less, then the number will not be an average. It will be an actual call total. Run the report with a maximum of 7 day date range to see total calls instead of average calls.
Average Totals is the bottom row of the report. This gives daily averages of Dial-IQ calls initiated by the user and by the system.
Note that the numbers produced by this report are based on calls placed by Dial-IQ; Irrespective of whether or not the call was completed.
User Call Activity
There have been some changes to the User Call Activity Summary Report.
The new Leads Assigned column returns the number of leads assigned during the selected date range. This number, while not being a strict ‘apples to apples’ comparison, should have some correlation to the number of calls placed in the same date range.
Lead Count: This column displays the total number of leads assigned to a user at the time that the report is run. This number was previously displayed in a column called Total Leads Assigned.
Leads Assigned: This column displays the total number of leads assigned during the selected date range.
In the example above, the user named Furey, Patrick has 315 and 4 in the Lead Count and Leads Assigned columns respectively. This indicates that at the time that the report was run Patrick Furey:
1. Owned 315 leads
2. Had 4 leads assigned to him during the selected date range
Also note that two new columns have been added to the User Activity Summary Report to return data on lead transfers:
Transfers Received- This number is the total number of calls transferred to the user
Transfer Duration- This number is the length of minutes of a call that was transferred to the user
Lead Call Summary
On the Lead Call Summary Report, two new columns have been added to return data on lead transfers
Transfers Received- This number is the total number of calls transferred to the user
Transfer Duration- This number is the length of minutes of a call that was transferred to the user
Call Activity Summary
On the Call Activity Summary Report, one new column has been added to return data on lead transfers
Transfer Call- This column contains a Yes or No indicating whether or not the call was transferred.
General Dial-IQ Reports Update
Previously, results returned by Dial-IQ reports included Shotgun Connect attempts. This inflated total call volumes are overstated. As of the 11.1 release, this has been changed, resulting in more accurate call volumes for Dial-IQ users. Also, there are new columns in the User Call Summary, Lead Call Summary, Call Activity Summary that return data on the lead transfer feature.
Distribution Enhancements
Pipeline Threshold
The Pipeline Threshold feature can be configured to temporarily halt lead distribution to a user who has too many leads in a given status. The best practice for this feature and it’s most common use would be to apply a threshold to the number of leads a user is allowed to have in the New status. Limiting the number of leads a user has in the New status enables Administrators pause the flow of new leads to users who are not managing their current pipeline effectively. Pipeline Thresholds allow administrators to eliminate bottlenecks that overwhelmed users might otherwise experience.
How it Works
Once a Pipeline Threshold has been set for a user, each time lead distribution occurs the system will check this setting to determine if the threshold has been reached. If the user currently owns more leads than their threshold dictates, additional leads will not be distributed to that user. Once the number of leads has been reduced below the threshold level, lead distribution will resume normally. Note that manual lead assignment is not subject to pipeline thresholds (i.e., you can always manually assign leads to a user).
To Setup a Pipeline Threshold
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Set the Pipeline Threshold by clicking the Distribution Settings link in the Options column on the Manage Users page |
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1. On the User level Distribution Settings page you can see a list of current thresholds for the selected user. Click the Set Pipeline Thresholds link to edit this information.
User Level Distribution Page
2. On the Pipeline Thresholds page, you will see a list of current statuses with a corresponding text box.
3. Enter a number in the text box to set the maximum number of leads that a user may have in that status (leave the text box empty for unlimited leads).
4. Click Save when you have completed your changes.
5. Repeat these steps for each user as needed.
Pipeline Threshold Page
Notes
· Pipeline Thresholds may be set for each user individually
· Pipeline Thresholds are applied to automatic leads assignment from all distribution programs; however manual lead assignment is always allowed
· It is recommend that you start by setting thresholds for New leads first and expand the settings as needed
Manual Assignment Global Filter
Some industries have specific rules, regulations, and licensing requirements that dictate which leads a user may work. For instance, if a user is legally licensed to sell a product in California only, they should not receive leads from other states. The existing Global Filters feature is applied to all distribution programs to prevent an unintended automatic lead assignment; however they do not prevent manual lead assignment. With the new Manual Assignment Global Filter function, you can prevent leads from being manually assigned if they violate a particular rule. This makes particular sense for customers subject to stringent industry rules, the violation of which can lead to financial or legal penalties.
To Setup a Manual Assignment Global Filter
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1. Go to the Manage Users page and select a user 2. Click the Options link next to the user and click Distribution Settings
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3. On the User level Distribution Settings page you can see a list of current Global Filters for the selected user. Click the Set Global Filters to edit this information.
User Level Distribution Page
4. On the Edit Global Filters page, you may add or edit your filters.
5. Add the filter column, operator and value then click the Global Filter (Manual Assignment) checkbox.
6. Repeat these steps for each new Global Filter as needed.
Global Filter Screen
Global Filter Notification
Once a Global Filter for Manual Assignment is configured, assigning a lead that violates the filter rule will generate an alert message and prevent the assignment.
Global Filter – Lead Assignment Not Allowed
Lead Archiving
Lead Archiving is a feature that has been developed to increase the performance of Lead Manager in clients managing a large number of leads.
Leads which have not been touched in 366 days will be automatically archived. When a lead is archived it is moved to ancillary storage where it does not have full Lead Manager functionality. Lead Archive Storage is similar to a Direct Mail database.
The Lead Archive can be searched from the search field on every Lead Manager page. It is only necessary to click the link above the search field and select Archive from the dropdown.
Search results based on your query will be returned.
Archived leads can be restored so that they can be worked with the full functionality of Lead Manager. To restore a lead click the checkbox in the selection column and select Restore Leads from the Lead.
Control Menu
