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This article attempts to shed some light on the lead ordering.
Eligibility
Before lead ordering is even considered, a lead must first be 'eligible' for dialing.
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The 'past' being anytime before 'right now'.
Lead Ordering
Once a lead becomes eligible for dialing it must then be ordered with other eligible leads to see when it will be dialed.
The order a lead is dialed in, depends on where it is in its life cycle.
Ageing Date
The Ageing Date of a lead is a key facet of the control system that decides the order in which leads are dialed.
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The ageing date is a measure of how 'fresh' a lead is. The system always aims to dial the freshest leads based on their Ageing Date.
Call ordering
Depending on the current state of the lead the following ordering is used when ordering leads.
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(asc) - ascending order, (desc) descending order.
Client Approved Callbacks (CACs)
Priority(asc), ‘Ageing Date(desc), Callback DateTime(desc)
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The inclusion of the Ageing Date (note we ignore time) means that we will focus on the most recently created Leads. After we identify the most recently created leads the Callback Date is used to focus on the leads that need to be dialed ‘closest to now’. If we have missed a callback by an hour, then making the caller wait another fifteen minutes is not going to make much difference. In this case it’s better to call a lead that is expecting a callback right now. Ignore the Time on the Aging Date is important to ensure that the Callback Date takes priority across the day.
Resetting the Ageing Date
CACs are unique in that setting a Client Approved Callback should ‘refresh’ a lead as it reflects renewed interest from the client.
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Note: if a lead is ever set to a disposition of type 'Client Approved Callback' then the priority of the disposition will never be lowered (where a priority of '1' is higher than a priority of '6').
Fresh Leads
Priority(asc), ‘Ageing DateTime(desc), Callback DateTime(desc)
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Note: The Callback DateTime is stilled used as a restriction i.e. don’t dial the lead before this DateTime.
Callbacks (e.g. No Answers)
Priority(asc), ‘Ageing DateTime(desc), Callback DateTime(desc)
Warm Leads
The aim with Callbacks is to, like fresh leads, always dial the freshest lead first based on the leads Ageing DateTime.
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The result is that we will always prioritise callbacks for the most recently created lead (fresh is best).
Cold Leads
For leads that are bulk imported they will all have the same Ageing Date. In these cases the Callback Date will be used to order the calls. This mimics the systems existing behaviour.
Note: The Callback DateTime is stilled used as a restriction i.e. don’t dial the lead before this DateTime.
Busy
The principle behind Busy leads is that if we call a customer and the line is busy then we know they are home (or at least near their phone).
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In these cases we believe it would be better to downgrade the priority (to a standard callback) and set the call back time to the standard No Answer interval.
How priorities change
Over the life cycle of a lead its Priority will change as will its Callback date.
Every time a lead is called, its Callback Date will change and its priority may change.
Disposition Priorities
Each defined disposition has an associated priority. When an agent select a disposition at the end of a call, the disposition's priority will be used to update the leads priority.
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Changing a disposition via the Call Editor or the Noojee API can also have the same results.
Client Approved Callbacks
Leads which become 'Client Approved' have special rules for their disposition. Leads reach this state if they are ever dispositioned with a disposition of type Client Approved Callback.
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At 10 am the agent calls the customer but the customer doesn't answer. The agent dispositions the lead with a 'No Answer' which would normally set the priority to 6, but because this is a Client Approved lead the priority remains at 2.
Changes to the Callback date
Ever time an agent calls a lead we set a new Callback Date on the lead. In some cases the Agent will selec the Callback Date in other circumstances the system will use the default callback interval from the selected disposition.
Callback dates can also be changed by the Call Editor and the Noojee API and trickle feed.
Last In First Out
Noojee's dialer uses a Last In - First Out method for dialing.
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This means that Callbacks that a callback date that was set for 1 second ago will be dialed before a callback that was set for 1 hour ago.
Implications of Last In First Out
In the real world you don't always have enough agents to dial every lead when the callback is due. In some circumstances you might even get hours or days behind in your callbacks.
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Once your team catches up with the 'current' callbacks the dialer will automatically start working it's way back through the older callbacks.
How to prioritise New Leads
Noojee Contact naturally priorities new leads. The only leads that have a higher priority are client approved callbacks because these essentially represent an agreed appointment time.
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Of course you need to have enough agents available to handle the volume of web leads that your site generates.
Virtual Allocations
Now the fun begins. Virtual Allocations add in a whole new level of power and complexity.
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The ratio however will only be honoured when all allocations have leads with the same priority. If one allocation has higher priority leads then those leads will always be dialed first.
Call Scheduler
Some times you just need to break the ordering of leads. The Call Scheduler allows you to do this but there are consequences.
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As the dialer uses the Ageing date to determine the order leads are dialed in the Last In/First out ordering will still apply.
Lead Caches
Whilst not directly related to call prioritisation, the dialer's lead caches do affect when a lead gets dialed and to some extent the order a lead gets dialed in.
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