5.1 Lead Allocation

Lead Allocations are used to control how, the number and when agents get access to leads to be called. You could say a lead allocation is a subset or group of leads from the campaign allocated to an agent or group of agents to make calls.

One of the key purposes of an allocation is to allow leads to be called multiple times. When running a campaign a lead may go through several stages with each stage requiring the lead to be called. An allocation would be created for each stage.

In a typical campaign not all leads will move from one stage to the next. When making calls Agents use Disposition codes to categorize leads, for instance an Agent may disposition a lead as 'follow up required' or 'Do not callback'. When creating an allocation the Campaign Manager is able to select leads into the allocation based on the leads latest disposition code (remember a lead can be called multiple times but generally we are only interested in the outcome (disposition) of the latest call).

Allocations are also used to manage simple call back scenarios such as when the original call was not answered.