Lead Rotation Settings

Lead Rotation feature in Coonex automates the distribution of incoming leads and reassigns inactive ones among sales agents.
It ensures every new or unattended lead is handled efficiently — without manual tracking — maintaining balanced workloads and faster response times.

1. Overview #

Lead Rotation distributes and redistributes leads automatically based on clear business rules.
It supports both initial assignment (when a lead enters the system) and reassignment (when a lead becomes inactive).

Key Benefits:

• Auto-assign new leads to available agents.
• Reassign inactive leads if no action is taken within a defined time frame.
• Keep workload balanced among team members.
• Improve lead response speed and sales performance.

2. How It Works #

When a new lead or contact is created, the system checks:

1. The active rotation rule (Balance or Round Robin).
2. Which agents are available or have fewer leads.
3. If an agent fails to take action within the allowed time window, the system automatically redistributes the lead to another agent.

This logic applies to:

• New Leads / Contacts just entering the CRM.
• Contacted Leads where no follow-up action was recorded after a specific period (for example, 24 or 48 hours).

3. Rotation Types #

A. Balance #

Distributes all new and reassigned leads equally among agents.
Each agent receives the same number of leads in each cycle.

Example:
If three agents exist and nine leads are unassigned or inactive, each receives three leads automatically.

B. Round Robin #

Assigns leads based on current workload.
Agents with fewer active leads receive new or recycled leads first.

Example:
If Agent A has 10 active leads, B has 5, and C has 2 — the next incoming or inactive leads go first to B and C until they reach balance.

4. Inactivity Reassignment Rule #

Coonex continuously monitors lead and contact activity.
If no sales action (such as call, message, or note update) occurs within the defined time window, the lead is marked as idle and reassigned automatically.

Note:
The default reassignment duration can be configured under Settings → Rotations → Inactivity Timer.

5. Substitutions #

Substitution agents automatically take over leads when:

• No action was taken before the set deadline.

6. Duration & Reset Rules #

• Rotations can reset hourly or daily after a custom duration.
• Reassigned leads are treated as “New” for the receiving agent.
• Performance logs track every rotation and reassignment for transparency.

7. Best Practices #

• Use Balance for equal workloads across teams.
• Use Round Robin when agent workloads vary heavily.
• Always define an inactivity period (e.g., 24–48 hours) for automatic redistribution.
• Add at least one substitution agent per rotation group.
• Monitor reassignment activity in reports to ensure fairness.

8. Example Use Case #

Scenario:
Your team has 3 agents.
A new batch of 30 leads is distributed using Round Robin.
Agent 1 doesn’t update 5 of his leads within 48 hours.
Coonex automatically reassigns those 5 leads to Agents 2 and 3 to keep the flow active.

9. Coming Soon #

• AI-based reassignment based on conversion probability.
• Custom inactivity triggers per lead stage.
• Automatic notifications to agents before reassignment.