Intelligent Lead Distribution

Effective lead distribution is essential for optimizing agent productivity and ensuring a seamless customer experience. Botsplash offers a flexible and intelligent lead-routing system designed to distribute leads efficiently based on various criteria, agent attributes, and workload limits.

Here’s how Botsplash streamlines lead distribution:

1. Team-Based Lead Routing

Leads can be routed to specific teams based on predefined criteria such as:

• Lead Source: Assign leads based on their origin, such as web forms, social media, or third-party integrations.
• Communication Channel: Route leads based on the medium they used to connect, whether it’s chat, SMS, or email.
• Regional Timing: Optimize agent availability by directing leads to teams based on time zones - for instance, assigning East Coast leads to an East Coast team and vice versa.

2. Badge-Based Lead Prioritization

Agents are categorized into priority groups using badges—Gold, Silver, and Bronze—to determine lead distribution order:

• Gold (Highest Priority): Receives leads first.
• Silver (Mid-Level Priority): Receives leads only if Gold agents are unavailable.
• Bronze (Lowest Priority): Assigned leads when higher-priority agents have reached capacity or are unavailable.

This tiered approach ensures that top-performing agents get priority while still distributing leads fairly across the team.

3. Lead Capping for Fair Distribution

To prevent lead hoarding and promote balanced workloads, admins can set limits on the number of leads an agent can accept within a specific timeframe. Examples include:

• Limiting an agent to 4 leads per hour to maintain quality interactions.
• Capping at 12 leads per 24 hours to distribute opportunities evenly among all available agents.

This feature ensures all agents have a fair chance to engage with leads without overwhelming any single team member.

4. Round-Robin Distribution (Last Accepted Order)

Botsplash utilizes a round-robin assignment method, ensuring that the agent who has been waiting the longest receives the next available lead. This prevents lead assignment bias and promotes an equal distribution of opportunities.

5. Extended Attributes for Smarter Routing

Botsplash can assign leads based on agent-specific attributes, such as:

• State Licensing: Ensure leads are directed only to agents licensed in the respective state.
• Language Preferences: Match customers with agents who speak their preferred language.
• Product Expertise: Route leads based on agents’ specialized knowledge in specific services.

This level of personalization enhances customer experience and improves conversion rates.

6. Agent Priority & Overflow Management (Team Bookme)

Botsplash’s Team Bookme feature allows admins to set up structured scheduling with Priority and Overflow Teams:

• Priority Team: Leads are first assigned to agents in this group until their schedules are full.
• Overflow Team: Once the Priority Team reaches capacity, additional leads are routed to this secondary group.

This system ensures that high-priority agents are maximized before distributing leads to backup resources, optimizing both efficiency and response time.

With Botsplash’s intelligent lead distribution capabilities, businesses can ensure that the right leads reach the right agents at the right time—improving efficiency, response rates, and overall customer satisfaction. 🚀