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You some times need to help another team handle their leads, but want to ensure that your leads are prioritised over the other teams team's leads.
You have a campaign containing 'non-urgent' leads that you only want to dial after dialing the more urgent leads.
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Penalties work by increases the priority value of a lead. As Noojee Contact treats low priority values as the highest priority (e.g. priority 1 is more important than priority 2) increasing the priority value of a lead decreases its priority.
The increase decrease in priority does doesn't actually affect the leads lead's real priority. If you like the increase is a 'substitutedvirtual' priority value that is only considered within the Virtual Allocation that you set the penalty.
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The key to understanding lead ordering is to remember that the 'Ageing Date' (in most cases this is the date of import) priority trumps everything else.
What this means, is that all leads with the most recent Aging Date highest priority are dialed first, regardless of the age of the lead.
For the given Ageing Date priority the system starts from the highest priority (0) to the lowest priority lead with that Aging Date (so including No Answers)most current Ageing Date and works backwards in time.
Once all leads for the most recent Ageing Date highest priority are dialed, the system steps back one day looks at all leads with the next highest priority and applies the same process.
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If you add an Allocation to a Virtual Allocation with a penalty of '1', then all of these leads from that Allocation (we refer to this as a foreign Allocation) have their priority value increased (so their priority is lowered).
Now when the system selects an Ageing Date a priority it will as normal process all the leads for the Ageing date in priority orderbe using the 'virtual' priorities of each lead.
Lets look at some examples.
| Allocation | Penalty | Approved Callback Priority | Fresh Priority | No Answer Priority |
|---|---|---|---|---|
| Standard |
| Priorities | 2 | 4 | 6 | |
| My Important Allocation | 0 | 2 | 4 | 6 |
| A Foreign Allocation | 1 | 3 | 5 | 7 |
| Another Foreign Allocation | 2 | 4 | 6 | 8 |
You can see from the above table the 'substitutedvirtual' priorities of 'My Important Allocation' are identically to the Standard Priorities as a Penalty of '0' means that no penalty has been applied.
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So now when we apply the the standard lead ordering we see that for a given Ageing Date leads will be dialed in with the following order:priority order and within each priority the secondary Ageing date will be used to order the leads.
| Allocation | Disposition Type |
|---|
| Virtual Priority | ||
|---|---|---|
| My Important Allocation | Approved Callback | 2 |
| A Foreign Allocation | Approved Callback | 3 |
| My Important Allocation | Fresh | 4 |
| A Foreign Allocation | Fresh | 5 |
| My Important Allocation | No Answers | 6 |
| Another Foreign Allocation | Fresh | 6 |
| A Foreign Allocation | No Answer | 7 |
| Another Foreign Allocation | No Answer | 8 |
Its important to note that the lines that both have a priority of '6' are all considered equal so the Ageing date will be used to select the order that these leads are dialed in.
When setting up your own penalties Noojee recommends that you set up an Excel spreadsheet with the above two tables to ensure that you understand the consequences of the penalties.