When an "Unassinged Lead" was created, it has been assigned to a specific "Branch" and "Team". Users belong to that specific branch and team are able to find it, at the "Unassigned Leads" grid list. As long as an "Unassinged Lead" stays in the grid list then an automatic mechanism is being triggered and at a specified period of time the "Unassigned Lead" is escalated to a distinctive level. In addition, the "Unassigned Lead" for the time that it is at the escalation level, notification will be send at specified period of time to specified users to remind them that an "Unassigned Lead" has already arrived and no one deals with it so far. The users allowed to access "Unassigned Leads" grid list can select a lead out of this list and "Assign to Self". From that point and on the "Unassigned Lead" is assigned to the user and no longer appeared at the "Unassigned Leads" grid list.
Notification will be dispatched at:
- 1st Escalation → after a specified period of time to all members of the related team.
- 2nd Escalation → after a specified period of time, according to the setup described at Unassigned Leads/Purchase Lead Escalation Setup.
- Resent Notification → according to the two Escalation levels described above.
For the case of "Unassigned Leads" an escalation mechanism needs to be activated. For this mechanism to get activated the following areas needs to be defined:
- Company's working hours.
- Escalation Periods i.e. when Leads will be automatically escalated to the 1st & the 2nd escalation level).
- Receiver type for the 2nd Escalation level: By defining this, you specify who will receive the notification (If the member type "Manager" and "Both" of the team or any other distinctive user(s)).
- Resent Notifications Period: As long as an unassigned lead stays at an escalation lever (without anyone to deal with it), after a specified period, notification will be sent.
For the complete configuration guide check here: Unassigned Leads/Purchase Lead Escalation Setup
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