A. Based on application status
Distribution logic ensures that only those leads move to the contact center that need assistance with filling their online application. The finished applications directly get transferred to the processing team.
B. Based on language
Since language might vary for different agents based out of varied regions, the distribution also happens based on language. For eg: a prospect who is more comfortable in speaking Kannada will be assigned to an agent who is affluent in the same language.
C. Based on employee tenure
The lead distribution happens basis the tenure of the employee with the organization. This helped Angle One in assigning high priority leads to employees with more experience and thus improving on the conversion rate.
D. Based on agent shifts
The distribution of inquiries also happens on the basis of agent working hours. For eg., consider an agent who works from 9 am to 9 pm, and the lead gets assigned to him at 10 pm. With the help of automation, the lead assignment gets scheduled for the next day at 9 am. This way no lead gets missed out.
E. Based on lead capping logic
In addition to distributing leads based on criteria, they use LeadSquared’s capping logic to ensure that agents aren’t assigned more leads than the specified limit. This capping logic can also be region-specific.