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Distribution: Adding A Distribution Program

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A Distribution Program is a configurable set of instructions that runs inside Velocify™ and governs how leads are distributed to groups and users. Here’s how to create a distribution program.

Click Lead Distribution on the Lead Management Submenu.

 

 

The Distribution Programs page will load.

 

Click the Add New Program button to create a new Distribution Program.

 

 

First give your distribution program a Title.

 

Give it as descriptive a name as you can. When you have multiple distribution programs listed on the distribution program page, it is helpful if they all have names that help you differentiate between them.

 

Choose a Distribution Method from the pulldown.

 

 

The options are either Push or Pull.

This is an important concept so there is a description of each type of distribution on the form next to the radio buttons.

Push: Distributes Leads in real time as they are imported.

If you are have Dial-IQ, The Velocify Lead Dialer, there will be a checkbox to enable Shotgun Connect. If this program is a Shotgun connect program, you can pick the method of user alerts from the dropdown that becomes active when you check the Enable Shotgun Connect checkbox. Click here for more on Shotgun Connect.

 

Pull: Distributes leads based on users making requests for new leads.

 

There are two different types of Pull distribution programs: Pull (Blind) and Pull (Preview).

Pull (Blind): Users may issue request for leads based on the allotted number of leads set by the administrator. Users cannot see or “cherry-pick” leads before they are delivered. If you have Dial-IQ, The Velocify Lead Dialer, the Pull (Blind) programs are the programs that will assign leads to users when they use Demand Connect by clicking the Get Lead button. Click here for more information on Demand Connect.

Pull (Preview): Users may pick and choose (cherry-pick) leads from a shared queue.  

 

Leave the Enabled checkbox unchecked for now. You will enable the  Distribution Program from the Distribution Programs page

 

 

Recycle Leads

Check this box to enable lead recycling. Checking this box and specifying a number of minutes results in the redistribution of any leads distributed by this program that have had no actions taken on them within the specified time. Note that this is not necessary for any Pull Program.

 

Page View Requirement

Click the checkbox and enter a number of minutes into the minutes field to enable this feature. Use this to require that your agents remain busy within the Velocify system in order to receive leads. 

It is recommended that you enable this feature. Since every business is different, the number of minutes that will work best for you can only be determined through your trial and error. If you’re not sure where to start, try 15 minutes. Note that this is not necessary for any Pull Program.

 

Send Assignment Templates(s) upon Distribution

 

Check this setting if you would like an assignment email to be sent when the lead is distributed by this distribution program. The lead assignment email that will be sent can be found by clicking Manage Emails on the Administration submenu. Select which email is sent on the Client Settings page in the Email, Notification & Calendar Event Settings section.

 

Automatic Status Change upon Distribution

 

Click the Change Status upon Distribution checkbox if you would like the lead to change status when it is distributed by this program. If you do configure this distribution program to trigger a status change, the next field is a pulldown from which you must select the status you would like the lead changed to.

 

Send Emails upon Status Change

Click this checkbox if you want Emails to be sent upon status change. Sometimes statuses are configured to trigger automatic emails when leads are changed to that status. If you want to override any automatic emails that are sent upon status change, make sure this check box is not selected.  

 

Send Posts upon Status Change

Click this checkbox if you want posts to be sent upon status change. Sometimes statuses are configured to trigger automatic posts when leads are changed to that status. If you want to override any automatic posts that occur upon status change, make sure this check box is not selected. An example of this would be when we post lead data to an outside system that requires a lead assignment.

 

 

After you have configured the settings on this form, click the Save button.

 

 

 

When you have clicked the Save button, new tabs will appear as part of the form.

 

 

First Click the Schedule: When does it run?

 

 

Use the form on this tab to schedule when this distribution program will run.

It is possible to schedule a distribution program to run multiple time ranges (shifts) in a day.

 Start and End Times - Shifts

 

Click in the start and end times fields to expand the Time Picker. Select values from the Time Picker for both the start and time.

If you want this distribution program to run in shifts throughout the day, set start and ends times for multiple shifts.

For example, using shifts, you can set a distribution program to run from 7:00 AM-12:00PM, then again from 1:00PM to 4:00PM, and again from 5:00PM to 8:00PM.

If you want the program to run the same hours on multiple days, for as in the example, 7:00 AM to 7:00 PM Monday through Saturday, you can set the schedule for just one day and click the Copy To All link in the Options column.

Click Clear to clear the values in all the shifts on a given day.

 

 

When you have set the schedule for the lead distribution program, click the Save button.

Next, if you are an Enterprise client, click the Lead Filters: Which leads? tab. This tab is inactive for Small Business clients.

 

 

Use this tab to determine which leads get distributed by this distribution program.

The example pictured above shows a distribution program with five filters. The filters are listed in the column with the heading that reads Current Filters.

When new leads enter the system, they will be distributed by this program only if they meet all of the following criteria:

  • [Satus] equal to New
  • [User] equal to (Unassigned)
  • [Action Count] equal to 0
  • [State] equal to CA
  • [Campaign] equal to Lending Tree

What these filters will do is enable the distribution program to find leads that are in the New status, unassigned, have an action count equaling zero, from the state of California, and belong to the Lending Tree campaign. All other leads that do not fit this description will be filtered out and not distributed by this program.

Here’s how to add a filter to a distribution program

Click inside the Column pulldown where it reads Search…

 

 

When you click in the field the pulldown will expand.

From Column pulldown you will select the field that you want to filter by. This is the first step in establishing criteria that will control which leads are distributed by this distribution program.

 

You can either use the scroll bar to scroll down and find the field you are looking for or, if you know the field name, just type in the first few letters. Only field names containing the letters you type will be displayed in the Column pulldown.

 

 

Let’s say you want to change this distribution program that currently catches all the brand new Lending Tree leads from California. You want this program to catch leads that are steadily employed. The filter you would add to accomplish this would be Employment Length. You want to the program to find leads whose employment length is greater than five years. Select Employment Length from Column pulldown.

 

Next you need to select an operator.

Click the operator pulldown

 

And select Equal to

 

Then click the Value pulldown

 

And select  More than 5 years

 

After setting these values in the pulldowns; Employment Length Equal to More than 5 years, click the Add Filter button in the Options column.

 

The new filter now appears in the list of Current Filters

Next click the Advanced Settings: Performance Filters tab

Use the Performance Filters tab to dynamically increase or decrease lead maximums based on the following metrics:

  • Speed to Contact Attempt
  • Speed to Contact
  • Contact Rate
  • Qualification Rate
  • Conversion Rate

Click here for a full explanation of how to configure the Advanced Settings: Performance Filters tab.

 

Next click the User Filters: Who receives leads? tab

 

 

Use this tab to configure which users will receive leads from this program. This is done by configuring two types of settings:

  • Max Leads Maximum number of leads distributed to a group or user within a defined timeframe
  • Filters Criteria that help you drill down to define the specific subset of leads you want to be distributed. Note that this is a second level of lead definition.  You will be determining a subset of leads to be pulled from the group of leads already defined by the filters on the the Lead Filters: Which leads? tab

Max Leads

Max Leads and Filters can be set at the user level or the group level.  Any settings that are applied to a group will automatically be inherited by members of the group.

To set maximums for a user, click the Set User Max Leads link in the Max Leads column. The process of setting maximums is the same for a group as it is for a user.

 

When you click the Set User Max Leads link, you the fields become active.

 

Note the message in parenthesis to the right of these filters. If you leave these fields blank, the values are unlimited. So if you do not want to limit the number of leads distributed to this user by this program leave these fields blank.

If you do want to set limits on the maximum leads received by this program do so by putting values in the fields.  Set the first two fields to correspond to your desired limits, for example 3 leads per 30 minutes. The Per pulldown contains the values: minutes, hours, days, and weeks to give you more control over your maximums.

Additionally, you can enter a maximum number of leads for each day, and a monthly maximum.

After you have set the Maximum leads for this user click the Save link.

 

Filters Column

The Filters column displays the existing filters and has several options that can be performed by clicking links.

The options that exist in the filters column are as follows:

Set User Filters - Click this link to load the User Filters page. This is explained in the next section of this article

Clear User Filters - Click this link to clear user filters

Inherit Group Filters - Click this link to inherit any filters that are applied to the group to which this user belongs

Ignore Group Filters - Click this link to inherit any filters that are applied to the group to which this user belongs

Note that for the Inherit and Ignore Group Filters settings the group filters that will be inherited or ignored when these links are clicked are the group filters that are applied to the lowest subgroup of which the user is a member. Meaning that if Steve Ramirez is a member of the Team 1 Group, and the Team 1 Group is a subgroup of the Main Group, when you click to inherit or ignore the group filters, the filters you will be inheriting or ignoring are those applied to the Team 1 Group, not the Main Group.

At the bottom of the page there is a pulldown you can use to copy user maximums from another distribution program.

 

Use this if you have user or group maximums in another distribution program that have proven themselves effective and you wish to use them in this program without having to key in the values all over again.

 

Set User Filters

Click the Set User Filters link to apply filters that will determine what types of leads the associated user or group will receive through this distribution program.

To set filters for a user click the Set User Filters link in the Filters column. The process of setting filters is the same for a group as it is for a user.

Applying filters that control which leads are distributed for a user is done by the same process that is used on the Lead Filters: Which Leads tab, except there are a few more options. Setting User Filters is recommended for advanced users only so please read through this entire section carefully before using this feature.

Let us tackle the easy portions first. In addition to filters, you will find the following checkboxes when you click Set User Filters:

Global Filter: Selecting this insures that the filter will be applied for this user to all distribution programs.  If you leave this option unchecked, this filter will apply to this user ONLY within this program. If you know that you want this filter to be applied for this user for every distribution program, click to select the Global Filter checkbox. Note that this feature is not available for clients using the Velocify Small Business product.

Restrictive: Clicking this checkbox will make this filter a requirement for leads distributed by this program to this user. Leaving it unchecked will mean that the user prefers leads that meet the defined criteria. An example of how this would be used is if you selected a filter State equal to CA. If the Restrictive box was checked next to this filter, it would mean that this user could ONLY receive leads that were from CA. On the other hand, if the Restrictive box was not checked, the system reads this as an indication that the user has a preference for CA leads. This is a good segue as it brings us to the more complex part of setting User Filters.

Understanding how the system decides on preferences is best described by an example. Let’s first set up users A, B & C with some user level filters as shown below:

FILTER SET 

USER A 

USER B 

USER C 

State

+ 

Marital Status

+

Employment Status 

CA

+

Unmarried

+

Employed

NV

+

Married

+

Unemployed

OR

+

Married

+

Self-employed

 

When a new lead is received and is eligible to be distributed by a program based on the requirements specified in the Lead Filters: Which leads?tab, the system has to decide who should get the lead based on the User Filters. When no User Filtersare specified, the lead is distributed on a pure round-robin system. But if User Filtersare specified, the system engages in a more complex decision making process to decide who should get the lead. The system does this by first assigning a sort of match score for every lead and every user. For every filter that is matched at the User Filterslevel, the user is assigned a score of 1 point for that lead. Again, let us try to understand this by an example:

 

 

 

USER A 

USER B 

USER C 

 

USER LEAD FILTERS→

 

 

LEAD ATTRIBUTES↓

CA

+

Unmarried

+

Employed

NV

+

Married

+

Unemployed

OR

+

Married

+

Self-employed

1

CA

+

Married

+

Self-employed

1

+

0

+

0

= 1

0

+

1

+

0

= 1

0

+

1

+

1

= 2

2

CA

+

Married

+

Unemployed

1

+

0

+

0

= 1

0

+

1

+

1

= 2

0

+

1

+

0

= 1

3

OR

+

Married

+

Unemployed

0

+

0

+

0

= 0

0

+

1

+

1

= 2

1

+

1

+

0

= 2

 

In the above example, Leads 1, 2 & 3 come in with the shown attributes. Let’s consider Lead 1 and User A first. Only one of User A’s preferences (State = CA) matches Lead 1’s characteristics and so User A only gets a score of 1 point for Lead 1.

However, for User C, Lead 1 matches on two attributes (Married, Self-Employed) and hence User C gets a score of 2 points for Lead 1.

Thus, Lead 1 would be distributed to User C. Using the same logic, both Users B and C score 2 points for Lead 3. In this case, between B and C, the user that had gone the longest time without receiving a lead would get Lead 3.

A note about Lead Filters and User Filters. The reason why you are given the opportunity to apply filters at two levels within a single distribution program is so that you can define one set of leads to be distributed. That group of leads will be pulled from every lead in the system, now and going forward. The user and group filters then allow you to define, within that group of leads, which leads will go to which user.

 

Simulate Distribution

When you have configured all the settings for your distribution program click the Simulate Distribution button.

When you click the Simulate Distribution button the Simulate Distribution popup will load.

This popup shows you how leads will be distributed by this program, i.e., which leads will receive leads in which order.  Scroll down and make sure that the program is distributing leads as you expected it to. The Simulate Distribution button appears on the Program Details tab, the Lead Filters: Which Leads? tab, and the User Filters: Who receives leads? tab.

When you have completed the configuration of the distribution program and are satisfied with the distribution simulation, click the Return to Programs button.

The program is ready to run, but it will not run until you enable it. Note that the value in the Enabled column is No.

 

Click the No to change the value to Yes, enabling the distribution program.

Using the Distribution Program

This distribution program is now set up to run on any leads that enter the system going forward. No further action is required. It is also possible to run the distribution program on leads already in the sytem. You can run a report or sort and filter leads on the view leads page to find a group of leads you want to redistribute based on the rules in this Distribution Program. When you have zeroed in on the group of existing leads you want to redistribute and are viewing them on the View Leads page, select them and open the Lead Control menu at the top of the Selection column. Select Redistribute from the Lead Control menu and click the name of the distribution program.

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