Options – Automatic Lead Distribution

Instead of assigning each lead in your CRM to your team members one-at-a-time, Automatic Lead Distribution allows you to distribute records among accounts based on customizable rules and a schedule. Based on the criteria you set, your CRM will assign records to appropriate users in your account. Every time a record is assigned, the user will receive a notification, and they can then accept them or wait until they are reassigned to another user.

In the Options tab of your CRM, you can configure this feature in the “Automated Lead Distribution” section. Here, you will see options and settings separated into two sub-tabs.

In the Options tab of your CRM, you can configure this feature in the “Automated Lead Distribution” section. Here, you will see options and settings separated into two sub-tabs. In “Users & Filters”, the first section allows you to set Filters for your lead distribution. These rules are similar to Marketing Triggers, and they can be used to determine what leads are distributed or not based upon various record fields.

To create a filter, first choose the filter type from the drop-down menu. The first filter you create needs to be the “Start Filter” type, as this will allow you to set the most general criteria that is used to determine whether a record should be auto-assigned. This filter will be applied to all users in the distribution

“Distribute” can be used to make additional criteria for automating distribution, but this type of filter can be applied to only selected users if desired. Records that match the criteria you set will be automatically assigned to users that have this filter active.

If you select “Do Not Distribute”, records that match the criteria will be exempted from automated distribution. This type can also be applied to specific users.

Once you have selected a filter type, click the “Create Filter” button. You can then enter the criteria you want the filter to use. Select which field the filter will search, then choose what the filter will search for and how it will find matching records. Lastly, you can enter a name for your own organizational use.

For example, you may have your “Start Filter” use the “When” “Marketing Sequence” “Exactly Matches” “Lead” criteria. This will make all new records in the “Lead” step of your pipeline distribute automatically. Once you have your first filter set, you can add additional rules, like “Distribute” “if” “Source” “Equals” “Zillow”.

Below the Filters section, a list of all other users in your account will display. Here, you can set the distribution options for each user. To enable Automated Lead Distribution for any of these users, just check the box to the left of their name. Any that aren’t checked will not be assigned leads by this feature. To modify any values on this list, click the “Edit” button.

To the right of each user, various values can be entered for the following settings.

The “Ratio” number is a multiplier for lead distribution. A user with a “2” in this value will be assign twice as many eligible lead records as a user with “1” here.

The “Hourly” and “Daily Cap” values limit how many leads can be assigned to a particular user in the specified time frame.

If you want leads that are assigned to a user to be re-assigned if not interacted with in an allotted time, you can enter the number of hours in the “Re-Assign” fields. For these, “N/A” represents time before a lead is Accepted, and “N/T” the time before a lead is Touched. If a user accepts a lead but no new tracker events are created for the lead in the “touched” time, it will be reassigned. For partial hours, use decimal values, not minute values. For example, if you want leads that aren’t accepted within 15 minutes to be reassigned, enter “0.25” in this field.

The “Today Count” and “Total Count” fields show the number of assigned, though not necessarily accepted, leads that a user has been distributed in a given day or in total. “Est.” will show an estimated number of leads that the user will be assigned of the next “X” leads, based upon the value in the “Ratio” field.

Lastly, numbered columns will appear to the right of the other options on this list. These columns correspond to the Filters you have set for your account above. This way, you can apply specific filters to designated users. If you only want leads from Zillow to be assigned to a specific group of users, you can check the box of the corresponding column for those users here.

If you make any changes on this page, they will only be saved when you click the “Update” button below the list. If you wish to reset all user distribution tallies to zero, just click “Reset Counters” here. New leads distributed to users will start counting from zero after you do so.

In the second sub-tab, “Options & Schedule”, the first section allows you to set two general options for your lead distribution configuration. If the first box is checked, users will not be eligible for automatically distributed leads if they have been idle for a specified amount of time.

The second option allows you to auto-assign leads via the automated distribution, removing the need for CRM users to ‘accept’ incoming leads. If this box is checked, leads distributed to users selected in the drop-down menu will not be able to be automatically re-assigned.

If you make any changes to any options on this page, they will only be saved if you click the “Update” button at the top or bottom of this page.

The next sections are used to configure when leads will be distributed to your CRM users. In the first list, “Weekly Distribution Schedule”, you can check boxes to the left of days that you would like incoming leads to be automatically assigned to your users. Then, using the “Start” and “Stop Distribution” drop-down menus, you can determine the time period during which new leads will be distributed.

Below this, the “Special Days Distribution Schedule” list can be used to set unique distribution schedules for specific days of the year. The times you set for dates here will override the general weekly schedule set above. This list can be used to set special schedules for holidays or other events during which your distribution of leads needs to be different than normal.

Next, you will have the option to set specific distribution availability times for your CRM users. For each user that you would like to have a customized schedule different from the weekly schedule set above, check the box to the left of their name. You can then select unique start and stop times for each day of the week that will only apply to that user’s lead distribution.

Additionally, you can click on any of the users’ names to open a Lead Distribution Report for that user, which will show statistics regarding the leads distributed to that user for the last week by default.

The final section of this sub-tab allows you to distribute leads between your users depending upon the states in which each user is licensed. This check will use the “Property State” field in a client’s record to match applicable mortgages to your users. If the “Enable Licensed in States Assign” box is checked, users will only be eligible to receive leads from states that are selected for that user in this list.

For each user in your CRM, choose states from the drop-down menu to the right of their username. Multiple boxes can be checked in this list. When finished entering state license information for your users, be sure to click the “Update Information” button above the list to save any changes.

Multiple reports are available to see how leads are being distributed between your users, how your users are interacting with leads they are assigned, and how long they are taking to act upon these leads. This allows you to easily track the flow of your leads. You can view these reports while configuring Automated Lead Distribution settings by clicking the link in the upper-right corner of the screen.

Note that the values in these reports show how many leads are assigned to each user, not how many of those leads are accepted.

You can switch between the various Automated Lead Distribution reports using the sub-tabs at the top of the page. By default, the first report that will display is a general summary of the lead distribution for your business. You can select a time period for the report to analyze using the “Period” drop-down menu at the top of the page. You can also filter the user list below by user or group. To refine the results by these filters, click the “Search” button to the right.

Below, a list of users in your CRM will display, organized by user group. For each user, the user type will appear, followed by the total number of leads that have been assigned to the user during the selected time period. This number represents the number of distribution attempts that the system has processed. The average wait time for leads to be distributed will also be listed.

Next, the average time between receiving a lead and ‘touching’ it will display, along with the number of leads that the user has ‘touched.’ In this case, users ‘touch’ a lead when they take any action on it that results in a tracker event being logged in the client’s record.

At the bottom of the list, you can see total leads distributed to the listed users as well as the average wait time, touch time, and touch count. These numbers are calculated based upon all users in the list above, so new values will tally if you use different filters.

Below this list, a graph of the listed data will appear to help you compare values between selected users.

The previously available summary report can still be accessed if need be. For this report, you will need to select users to be reported on using the checkboxes to the left, then click the “Select & Continue” button below. This report will then display the number of lead distribution attempts for each selected user for each date in the range set above.

A graph is displayed below for user comparison, and you can hover over points in the graph for more information. The icon in the upper-right of the graph can be used to change the display type.

The “List View” report will display each of the leads that were automatically assigned during the date range selected using the drop-down menus at the top of the page. You can refine this list by user via the drop-down list, and you can find specific borrower entries using the “Borrower Name” search box.

For each assigned lead, the user to which it was assigned will be listed along with the date it was distributed. Next, the distribution type for the assigned user will display. If you have not enabled “Auto-accept” for the user, “Manual Accept” will appear along with the time elapsed between the lead being assigned and the user accepting it.

If the user has interacted with the assigned record, the “First Touch” time will show how much time elapsed between the record being assigned and the user creating a tracker event for it. If so, the type of action taken will also be listed, along with a summary of the tracker event types that have since been created for the record in your CRM.

You can also click the blue name of any lead on this list to open that borrower’s record in your Mortgages Database.