Step-by-step process for using Lead Routing
- Creating Routing Groups
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- Add the agents that you’d like to this routing group by holding Alt/Command ⌘and clicking on the desired agents
- Apply weights to each agent. For each agent that you select in the step above you’ll need to apply a weight of a number that’s in the multiple of 100.
- If you want all agents to receive the same number of records you can give each individual 100 separated by columns for each agent (as shown above)
- You can also distribute records with different weights to assign more records to some agents versus others. Many of our customers are doing this because of the skill-level around each agent.
Let’s use the example from the screenshot above where you have 2 agents in your Routing Group. Andrew is a more tenured agent than Ashley who’s new to the company. If I want to distribute more records to Andrew, I can do so by applying a weight = Andrew gets 200, Ashley gets 100. This means that Andrew will get 2 records for every 1 record that Ashley gets
- Give the Routing Group name
- You can apply special attributes to Routing Groups so that they only receive certain types of records that meet your predefined criteria. This is also an opportunity to learn how you can stack/add multiple Routing Groups to a list.
Let’s use another example to help illustrate this: In your call list, you have two types of records that you’re dialing based on the custom field labeled “Sales Type” with the options of “Product” or “Services.” Additionally you also have two Sales teams that support each sales type and you only want agents from that team to handle records for their assigned sales type.
We can use 2 Routing Groups to help distribute records based on the team that you’re assigned to.
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- Select Manage Rules next to the Routing Group that you’d like to configure
- You can create rules by using the existing AutoReach CRM fields that you have to search certain types of records
- Select Manage Rules next to the Routing Group that you’d like to configure
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- The first dropdown field, where it says “Sales Type”, is a picklist of all the AutoReach CRM that are filterable
- The middle dropdown field, where it says “equal” is the equation that you’lll use. Ex equal, contains, greater/less than, etc
- The last blank field, where it says “Product” will be the value that you’re searching for within that AutoReach CRM field
- You can also add additional rules or groups of rules and use the boolean conditions of “And” or “Or” to add some more complex rules
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- You can click Preview Matches along the way to get a sample size of what data is being pulled in under the preview section down below
- In order to save your parameters be sure to select Update Rules
- You can click Preview Matches along the way to get a sample size of what data is being pulled in under the preview section down below
- Your end result should be two Routing Groups with different rules like this:
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- After you’ve created your routing group, you can then assign it on the list/campaign-level as shown below:
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- Step 1: Enable Lead Routing by selecting the checkbox for Lead Routing Enabled
- Recalculate only unstarted cadences for routing groups (optional): lead routing groups have the ability to be recalculated. One might consider this if new agents are added to a routing group or if agents are out on PTO. Enabling (checking the box) this setting will only recalculate records that have yet to start the cadence in your list/campaign
- Add your routing group(s)
Note: it’s important to call out that the order of how you add routing groups is done in a sequential order.
In this example, AutoReach will first assign records for Team Product based on the rules defined followed by Team Services.
Other Lead Routing Settings:
Under the Manage > Routing Groups section you have the ability to perform a few other actions
- Edit: allows you to modify your Routing Group settings including Agents, Weights, and Routing Group name
- View History: once a list is built and record have been assigned to agents, you can see the distribution of records by agent
- Recalculate: lead routing groups have the ability to be recalculated. One might consider this if new agents are added to a routing group or if agents are out on PTO. Enabling (checking the box) this setting will only recalculate records that have yet to start the cadence in your list/campaign