Auto Assigning Email Leads

Account Settings > ELM > Preferences

Prior to auto assigning Email Leads to specific agents you must ensure the global auto-assign feature for Email Leads is turned on in the system.

1. Navigate to Account Settings > ELM > Preferences

2. Under the Email Lead Auto Assignment section, ensure that the Auto Assign Email Leads dropdown is set to: Yes.

• This field switches the entire feature on or off. ‘Yes” means email leads will automatically be assigned to eligible agents that are logged in to HUB when the email is received. If this is set to ‘No’, then no email leads will be automatically assigned.
• This value must be ‘Yes’ for the next 3 settings to take effect.
• The default value for this setting is ‘No’.

3. Configure your settings as you see fit. Descriptions of each setting can be found below. If you have any questions your Customer Success Manager will be happy to assist with this process.

Agents That Can Be Assigned Email Leads:

If this is set to Any Agent in the Email Team, any agent with the Auto Assign Email Leads box checked in their individual account settings will be auto-assigned these leads regardless of any Skilling.

If this is set to Only Team Agents with Lead skill not only does the agent need to have the Auto Assign Email Leads box checked under their individual account settings, they also need to be skilled to handle those calls/leads under the Skills tab in their individual account settings. We strongly encourage you to work with your CSM to implement this feature.

Assign Back Log of Unassigned Email Leads: 

• If this is set to ‘Never’ then email leads received when there are no eligible agents logged in to HUB will remain unassigned and need to be dealt with manually. Oldest First means the backlog of email leads received when no eligible agents were logged in will be assigned starting with the oldest unassigned email, while Newest First will assign the most recent received email leads first.
• If this is set to ‘No’, the next two fields will have no effect.
• IMPORTANT! If this is set to ‘Yes’, any current unassigned email leads will be assigned to eligible agents, even if the unassigned email was received prior to enabling this setting. This means if you have dozens or hundreds of current unassigned email leads, they will immediately start getting assigned to eligible agents!
• The default value for this setting is ‘No’.

No Back Log for Agents Logged In For Less Than (minutes):

• No emails will be assigned to an eligible agent until they have been logged in for the amount of time indicated in this field.
• If this is set to 0, back log leads will start to be assigned to email team agents the moment they log in to HUB.
• Non-numeric values in this field are treated as 0.
• The default value for this setting is 0.
  

 After Any Agent Logs In, Assign All Back Log Within (minutes):

• This value represents the maximum amount of time it will take for all unassigned emails to be assigned to eligible agents.
• It is used to determine a constant rate at which back log email leads are assigned, determined by the initial number of back log email leads when an eligible agent first logs in .
  The formula is (# of minutes in this field / # of unassigned emails = frequency of email assignment)
• For example, if this field is set to 60 minutes, and there are 30 unassigned emails, an email will be assigned to an eligible agents every 2 minutes (60min/30email=2mins)
• If this is set to zero, all back log leads will immediately be assigned to the first eligible agent to log in (and meet the No Back Log For Agents Logged In For Less Than (minutes) criteria).
  If all eligible agents log out before every back log email lead is assigned, the rate will be recalculated the next time an eligible agent logs in.
• It is possible that if all eligible agents consistently log out before all back log email leads are assigned, the back log will never be caught up.
• The default value for this setting is 0.
  

Once you have configured your global settings you will need to turn on auto-assignment for each agent you wish to automatically receive these leads in their individual account settings.

4. Navigate to Account Settings > Agents

5. Click the pencil icon next to the agent you wish to auto assign Email Leads to.

6. Click the Auto Assign Email Leads Checkbox.

7. Then click Save.

Enabling this checkbox automatically assigns email leads to this agent.