Administrator Guide LeadRouter Customer Service (800)704-7237 Help@LeadRouter.com M-F: 7:00AM 1:00AM ET Weekends: 7:00 AM 12:00AM ET Version 1.4 May 2012
Contents What is LeadRouter?... 6 The LeadRouter Approach... 7 How Agents Accept Leads... 8 Accessing LeadRouter... 10 Navigating LeadRouter... 12 The Administrator Home Page... 13 To Do Now... 14 Agents... 15 Reports... 15 LeadRouter Settings... 16 Business Rules Overview... 18 Routing... 20 Call Handling... 22 Agents Responsibilities... 23 Consumer Marketing... 24 Administrators... 24 How Leads Route (Example)... 25 Add a Lead... 31 Monitor Leads Table... 35 Leads Needing Your Attention... 36 View Lead Detail... 37 Take Action... 39 Follow Up Plans... 42 LeadRouter Admin Guide Version 1.4 May 2012 2
Viewing and Previewing Existing Plans... 42 Assigning a Follow Up Plan... 45 Designing / Planning a Follow Up Campaign... 47 Preliminary Questions Discovering your Audience... 47 Prepare Your Content BE Your Audience... 48 Planning Your Emails... 49 Timing Your Plan... 51 Tips For Success... 52 Create an Email Template... 53 Uploading and Inserting Graphics to LeadRouter Templates... 54 Add a Hyperlink to Text or a Graphic... 55 Create a Custom Follow Up Plan... 56 Overview... 59 Navigating the Manage Agents Menu Options... 59 Editing Agent Information and Assignments... 61 View All Agents... 62 Reports Overview... 65 Lead Reports... 67 Agent Reports... 69 Admin Reports... 71 LeadRouter Settings Overview... 74 Business Rules... 75 Offices... 75 Teams... 77 Groups... 77 Users... 78 Sources... 79 Areas... 80 LeadRouter Admin Guide Version 1.4 May 2012 3
Languages... 80 Price Ranges... 80 Property Types... 81 Scrubbers... 81 Minders... 82 Do Not Email... 82 LeadRouter Admin Guide Version 1.4 May 2012 4
Chapter 1: Overview LeadRouter Admin Guide Version 1.4 May 2012 5
What is LeadRouter? LeadRouter is a unique lead distribution and lead management system that captures internet leads, converts them into a voice call, routes it to the agent s cell phone and provides online follow-up tools. LeadRouter captures leads from many internet websites, including your brand website, company websites, Realtor.com, and more. Leads can also be manually entered for walk-in or call-in customers. Consumers simply inquire from the web and LeadRouter automatically delivers the customer information to the agent anywhere, anytime, directly on their cell phone! LeadRouter uses a special matching system to connect leads with the right agents. It can match listing leads with the listing agent or find a Spanish-speaking agent for a Spanish-speaking consumer. Your company leadership will make the determination as to which criteria are most valuable for lead routing. LeadRouter calls agents on their cell phone and reads the lead out loud, using state of the art text-to-speech technology. Agents accept leads on their cell phone and are then provided all of the client s contact info by phone, email, and text. The agent can then contact the consumer right away! LeadRouter requires the agent to follow a system of reporting intervals to update the lead in a timely and consistent manner. After accepting the lead, LeadRouter records that lead in the Agent s personal account where they will update, or report back to the administrator, on activities happening with the customer. This allows the agent to receive future lead offers, incubate leads, and provide prompt customer service. Throughout the process, the agent can apply Follow Up Plans to leads, access their lead account via mobile devices, import personal leads, and run productivity reports in the system. Follow Up Plans allow the agent to incubate and keep in touch with clients through the use of auto emails, calendar reminders, and print pieces. Agents can access their leads on-the-go using the LeadRouter mobile site or iphone app. Importing personal leads ensure the agent has all of their lead contacts in one central system to stay organized. At any time, the agent can run reports to measure conversion rates, estimated lead value, and timeframe pipelines. LeadRouter Admin Guide Version 1.4 May 2012 6
The LeadRouter Approach Step 1 Consumer Inquires Online Step 5 Lead Management System, Accountability, Incubation Step 2 LeadRouter Finds Agent by Cell Phone Step 4 Agent Updates Lead, Apply Follow Up Plan Step 3 Agent Contacts Lead from Anywhere LeadRouter Admin Guide Version 1.4 May 2012 7
How Agents Accept Leads LeadRouter will offer leads to agents on their cell phone. The system will always offer the leads from the following phone number: 970-660-5323 Consider advising your agents to add this number as a contact in their cell phone and pay special attention to calls from this number. Lead Acceptance Process Step If this is not voicemail, press 1 Call provides Preview of lead offer Result Press 1 if answering call, Lead Offer Continues If 1 is not pressed, lead offer goes to Voicemail* Agent hears Source, Area, Price of lead offer To Accept lead, press 1 If Accepted, Call Provides Client Info Post Acceptance Keypad Prompts Press 1 to Accept lead offer Press 9 or Hang Up to Reject lead offer Client info is read over phone call and emailed to agent s email address Press 1: Repeat lead info Press 2: Client info is sent via TEXT message to agent s cell phone number (Optional) Press 3: Spell customer s name Press 4: Repeat client info LeadRouter Admin Guide Version 1.4 May 2012 8
* Voicemail Claim Time: The timeframe the agent has to retrieve a lead if the lead offer is missed. If the lead offer is missed LeadRouter will attempt the following: 1. Leave a voicemail on the agent s telephone 2. Send an email to the agent s primary email address 3. Send a text to the agent s telephone** The agent can call back, reply to the email, or reply to the text to accept the lead. **In order to accept via text, the agent MUST have the Accept SMS Messages setting in the Profile set to YES. If replying via text to accept, agent must type YES in the text message sent back to LeadRouter. Please note this is a business rule and not all companies will use Voicemail Claim Times. If your company is not using Voicemail Claim Times and your agents miss an offer they miss the lead with no option to retrieve it before it moves on to the next agent in rotation. LeadRouter Admin Guide Version 1.4 May 2012 9
Accessing LeadRouter There are three methods to access the LeadRouter system: Access Method Instructions Computer 1. Brand Intranet Website (Accessible on All Computers such as Desktop, Laptop, Mac, ipad, etc.) Login to your Brand Intranet website and locate the LeadRouter link. When link is clicked you are automatically logged into LeadRouter Cell Phone 2. LeadRouter Mobile Website (Agent Only) (Accessible on All Cell Phones with Internet Access such as Android, Blackberry, iphone, etc.) Agents use their cell phone internet browser to navigate to: https://mobile.leadrouter.com Username: Primary Email Address Password: Mobile PIN (Username and Password Set in LeadRouter Profile via method 1) Cell Phone 3. LeadRouter iphone App (Agent Only) (App ONLY available on iphone) Download the free LeadRouter Mobile App via the iphone App Store Username: Primary Email Address Password: Mobile PIN (Username and Password Set in LeadRouter Profile via method 1) LeadRouter Admin Guide Version 1.4 May 2012 10
Chapter 2: Navigation LeadRouter Admin Guide Version 1.4 May 2012 11
Navigating LeadRouter Top Menu The top horizontal menu is the main navigational element. When the mouse hovers over a particular item, the submenu is automatically displayed without clicking. Both main menu and submenu items are clickable and will cause a page change. Header Links Above the horizontal menu, the following links are displayed. Calendar: View the Calendar Profile: View the Profile Page and customize signature, contact information, and more. Customer Support: View the Customer Support Page Logout: Exit the system. If clicked, the user is logged out of LeadRouter Search Box Use the Search Leads keyword box to search for leads by name, email address, phone number, or Lead ID. Choose Agents or People to find specific users in the system. Search Leads will search all leads for which the user has access to. The results page will include a link to view the entire lead detail. Search Agents will search all sales associates in the system. The results page will include a link to view the agent detail page, which displays eligibility status, assigned criteria, and performance statistics. Search People will search all sales associates, administrators and brokers in the system. This filter allows administrators to edit if the user is trained, active and/or participating. LeadRouter Admin Guide Version 1.4 May 2012 12
Sub-Header Links The following elements will always be present just below the main page header Export as Excel: Exports current list info to excel spreadsheet. Only appears if data is in tabular format such as viewing leads or lists Download PDF: Saves Current page as a PDF document Print: Prints Current Page Save as Favorite: Saves the Current Page to the Agent s Favorites List View Favorites: Brings up the Favorites List The Administrator Home Page The administrator Home Screen contains links to the most common administrator functions. The administrator can quickly see leads that require attention, such as leads returned by agents as cold or bogus. Administrators can also see agents who have not completed training, or may be missing assignments to areas, price ranges or property types. The key sections of the administrator s Home Screen include: To Do Now Agents Reports LeadRouter Settings LeadRouter Admin Guide Version 1.4 May 2012 13
To Do Now To Do Now is a dashboard view depicting the number of leads needing attention. Click any number to see a table of those leads and take action. These leads are distributed into the following categories: 1. Proposed Bogus leads that have been returned by the agent because the contact information for the customer is erroneous. 2. Proposed Cold leads that have been returned by the agent because the agent feels that they have exhausted all earning opportunities with the lead. 3. Halted leads that were unsuccessful in delivery and need to be manually routed. 4. Needs Reassignment Leads that have been returned to the broker by the agent (i.e. the lead requested another agent by name) and leads that are assigned to inactive agents. At the bottom of the To Do Now section, the administrator will find links to view All Leads, Your Scrubber Team s Leads and Your Minder Team s Leads. Perhaps the company would like to evaluate leads before routing to an agent. The scrubber tool can be applied to any source in LeadRouter, and it will catch leads upon entry. Administrators can review the leads that are captured and take action. Please refer to the Scrubbing section of this manual for more details. LeadRouter Admin Guide Version 1.4 May 2012 14
Agents The Agents section of the homepage shows agents that may have incomplete information. For example, if your company has agents who are untrained in LeadRouter, you will see a number in parentheses indicating how many agents are untrained. Administrators can click the hyperlink for each category to view agents missing those assignments and make the necessary adjustments. Reports The Reports block on the home screen shows the most common reports that are visited by the administrator. For more information on reports, please see the Reports chapter towards the end of this workbook. LeadRouter Admin Guide Version 1.4 May 2012 15
LeadRouter Settings The LeadRouter Settings module will show any routing criteria that do not have agents assigned to them. For example, if your company has areas as must match for routing in the business rules, then there may be areas that don t have agents assigned. Quick links allow admins to quickly view and update sources, manage users and view the business rules. LeadRouter Admin Guide Version 1.4 May 2012 16
Chapter 3: Business Rules LeadRouter Admin Guide Version 1.4 May 2012 17
LeadRouter Business Rules To access the business rules, hover over the LeadRouter Settings menu and click Business Rules from the dropdown. This chapter will cover the following: Business Rules Overview Company Information Routing Call Handling Agents Responsibilities Consumer Marketing Administrators How Leads Route (Example) Business Rules Overview The LeadRouter Business Rules contain operational and strategic constraints to keep lead flow and accountability working properly. Business Rules control behind-the-scenes functions, such as how leads route, how often agents must update and what time of day LeadRouter can call agents with leads. In some cases, administrators of multi-office companies may decide that each office will have their own set of rules, especially related to matching criteria for lead routing. You can create office level rules by calling the LeadRouter Help Desk. To view office level business rules, select the dropdown labeled Show Rules for at the top of the Business Rules page. Administrators and brokers cannot change rules from their accounts; they must contact the LeadRouter Help Desk at (800)704-7237 or Help@LeadRouter.com LeadRouter Admin Guide Version 1.4 May 2012 18
Company Information The first category under business rules is Company Information, which is pulled from the company CREST EDG record. All changes to this information must be made in CREST EDG; it will feed into LeadRouter overnight. This portion of the business rules also shows your Company LeadRouter Addresses. In order to capture leads from your web sources, you will need to provide this email address to your webmasters to send all leads to LeadRouter. LeadRouter Admin Guide Version 1.4 May 2012 19
Routing Routing contains rules related to how leads are evaluated and delivered to agents. Office Hours: the delivery times that LeadRouter is restricted for delivery. Lead Filtering Criteria: ranks the importance of each category that LeadRouter will use in finding an agent to offer the lead. If the criteria is set to Must Match the agent must have met that criteria in order to be considered for the lead call. Administrators will assign agents in their skill profile to certain criteria as indicated below. a. Eligibility: determined by agent updating their accountable leads b. Language Fluency: language assignments coming from CREST EDG c. Property Type: assigned by administrators (condominium, single family, etc) d. Prospect Type: assigned by administrators (buyer, seller, renter) e. Agent Groups: assigned by administrators (rental group, all agents, etc) f. Area Served: assigned by administrators (07054, Parsippany, etc) g. Price Range: assigned by administrators (0-10,000, >5,000,000, etc) Routing for Listing Agents: shows the listing agent priority setting for your company. Administrators can specify if a referral fee will be charged to listing agent leads. The lead may also be restricted to route to other agents in the listing agent s office if the listing agent is unavailable. The listing Agent Priority number will be between 1 and 5: 1. No listing agent priority. 2. Lead goes to the listing agent first. If unavailable or unsuccessful, the lead is then auto-routed to other agents. The accepting agent moves to the bottom of the rotation list. 3. Lead goes to the listing agent first. If unavailable or unsuccessful, the lead is then auto-routed to other agents. If the listing agent accepts the lead, the listing agent maintains his or her position in the rotation list. All other accepting agents move to the bottom of the rotation list. LeadRouter Admin Guide Version 1.4 May 2012 20
4. Lead is routed to the listing agent only, regardless of their availability. The listing agent IS moved to the bottom of the rotation list. 5. Lead is routed to the listing agent only, regardless of their availability. The listing agent is NOT moved to the bottom of the rotation list. In some instances, administrators may decide to scrub, or hold the lead for admin review once the listing agent has been attempted and delivery was unsuccessful. Listing Agent Scrubber specifies which scrubber will receive the lead, if any. Direct to Agent (DTA) Web Leads: lead is sent directly to the agent. For example, a customer completes a contact me form to contact the agent directly. This rule determines the updating requirement (if any) and if receiving the lead counts against the agent (agent would move to the bottom of the rotation). Blackout Period if an agent rejects a lead or does not answer the lead call, administrators can specify a blackout period where the agent will be unavailable for new calls (ie, 30 minute blackout period). Multiple Inquiries: This is the duplicate tracking feature. How long LeadRouter should look back to see if a new inquiry from a matching email address or contact number, specified in days from the date entered or accepted date. Additional options are: o Multiple Inquiry Timeframe o Multiple Inquiry Date o Override direct-to-agent if there is an existing match from a web lead? o Override direct-to-agent if there is an existing match from a manually entered lead? Agent Reassignment: this feature allows agents to pass leads between one another. If activated, the agent will see an additional status option as part of their update called Send Lead to Another Agent. The sending agent will enter in the name of the receiving agent and transfer the lead without administrator interference. LeadRouter Admin Guide Version 1.4 May 2012 21
Lead Charges for Direct to Agent Admin entered leads: specifies which reasons count against the agent when a lead is sent manually to a specific agent. This is called a directto-agent bypass. The selections are: o Floor Duty o Requested Agent by Name o Administrator Directed o Listing Agent (not auto-route) o Other Call Handling Call handling controls voice mail options, redial options, and acceptance message. Administrators determine how many minutes listing agents and non-listing agents will have to call LeadRouter back in the event they miss a lead offer. If the LeadRouter call is not answered (no voicemail pickup) or receives a busy signal, administrators can specify how many redial attempts will occur and the time between each attempt. During the LeadRouter phone call, the agent will hear a pre-acceptance message giving some details about the inquiry. Administrators can specify which information is read to the agent: Lead Source Area Price Referral Fee Due LeadRouter Admin Guide Version 1.4 May 2012 22
Agents Responsibilities The agent is responsible for updating their leads in LeadRouter. In this portion of the business rules, the administrator will specify the updating intervals that agents must follow in order to stay in compliance and continue to receive new lead offers. The administrator may choose if listing leads, non-listing leads or both require updates and for how long. Reporting Requirements: administrator specifies when the first, second and recurring update are due. The third update is recurring until reporting time ends. The DRIP lead report is a separate updating timeframe for leads marked as DRIP status (long-term follow up). o First Report (in Hours) o Second Report (in Days) o Third and subsequent Reports (in Days) o DRIP Lead Report (in Days) i.e. 8 Hours i.e. 3 Days i.e. 21 Days recurring i.e. 30 Days recurring Reporting Enforcement: The administrator indicates if agents are accountable to update either/both listing and non-listing leads. Reporting timeframe indicates how long, in months, the agent is required to post updates. If the time is set to zero, then updating is required indefinitely. LeadRouter Admin Guide Version 1.4 May 2012 23
Consumer Marketing Suppress Consumer Emails: Upon lead acceptance by an agent, LeadRouter automatically sends the consumer an email telling them who the agent is and their contact information. This setting allows the email to be sent or not. Incubation Tools: Enable Lead Incubation functions such as follow up plans, automatic emails, and Minders. Administrators The Administrator can specify what rights and tools office administrators will have. The options are: Can the office administrator. Make agent assignments? (i.e. areas, price ranges and property types) Update user information? (i.e. agent hours of availability and trained status) Update lead information? (i.e. add/edit customer email, phone number, or name) Route Leads? (pass leads from one agent to another or mark as cold) LeadRouter Admin Guide Version 1.4 May 2012 24
How Leads Route (Example) LeadRouter has an intuitive lead delivery method that your company leadership can customize in the business rules. Leads can be routed based on the eligibility status of the agent, the area that the customer inquired on, priority on listing agent leads and more. This chapter has explored how to access your business rules and understand your company settings. Here is an example of a lead routing scenario: There are five agents in our office that are trained in LeadRouter. Ben Buyer, a new customer, is on your homepage and inquires on a listing. In your business rules, Areas and Eligibility are Must Match criteria (the agent must be eligibile and assigned to the zipcode to be considered for the call). Listing agent priority is set to # 3. All five agents are participating for lead calls LeadRouter Admin Guide Version 1.4 May 2012 25
Chapter 4: Agent Updating LeadRouter Admin Guide Version 1.4 May 2012 26
Agent Updating If agents are accountable to update leads, then they must report in LeadRouter to consider receiving lead calls. Updates can reflect contact or interaction with the customer. There are a variety of places where leads can be updated, and the steps taken are the same in each location. In this portion of the workbook, you will see the steps that the agent takes in order to update a lead. Set the Status Add Details Assign a Follow Up Plan From the Agent Home Screen or Lead Table: 1. The agent identifies a lead that they wish to update and clicks either the customer name or the Update Lead button 2. The update form appears. Set the Status of the update and click Save & Continue Update. The status will categorize the lead and will be retained unless the agent changes it in a future update. For a full list of status options, see the last page of this section. LeadRouter Admin Guide Version 1.4 May 2012 27
3. Select a Contact Type Button and describe the activity/update in the comments box. 4. Click Update Lead The final step of the update is optional. The update form displays a list of Follow Up Plans that may apply to this customer. Follow up plans are drip marketing campaigns that include email content sent by LeadRouter on behalf of the agent. The plans are filtered for each update depending upon the status chosen, the prospect type of the customer and the timeframe to transaction. 5. Click the Checkbox(es) next to each plan you wish to assign (or none at all if the customer isn t ready to receive drip content). 6. Click Save & Continue Update to finish. LeadRouter Admin Guide Version 1.4 May 2012 28
Lead Status Hot - Prospect Hot - Agreement Signed Hot - Contract Accepted Drip Sale Transaction Complete Cold* Bogus* Return to Broker* Recruiting Lead* Assign lead to Another Agent* Description The lead is a prospect and the agent is actively pursuing and working with the client. Hot leads typically will become a transaction in a few months time (Short Term Leads) A Hot lead that the agent represents the buyer or the seller A Hot lead and a contract is pending for buying or selling a home The lead is long term client that is not yet ready to move, Clients the agent wishes to incubate (Long Term Leads) The lead is a done deal. The agent has a transaction as their client has bought or sold a home The agent has determined the lead is not going to become a transaction. The lead is removed from the agent s account The lead was not real as it contained either a fake phone, email, or it was spam. The lead is removed from the agent s account The agent is unable to work the lead but someone else in the company may be able to. The lead is removed from the agent s account The lead is a prospective agent looking to join the company and the management team will work the lead. The lead is removed from the agent s account **This option is enabled by the broker in the company business rules. If this option is activated, you have the ability to send a lead from your account to another trained, participating agent at your company. LeadRouter Admin Guide Version 1.4 May 2012 29
Chapter 5: Monitor Leads LeadRouter Admin Guide Version 1.4 May 2012 30
The following items will be covered in this chapter: Add a Lead Monitor Leads Menu (All Leads and Needing Admin Attention) Monitor Leads Table View Lead Details Take Action Add a Lead LeadRouter allows your company to manually track all of your walk-in and call- in leads for agent assignment. This section will show you how to add manual leads into LeadRouter to help your company keep track of and hold your agent s accountable to these types of leads. 1. Navigate to the Monitor Leads menu drop down 2. Click on Add a Lead 3. Fill out the form with all information you know about the client. a. Required Fields Last Name At least 1 Contact Method Source Visit the sources section of this workbook to learn how to add custom sources to this list. LeadRouter Admin Guide Version 1.4 May 2012 31
4. Use the Routing Information section to assign the lead to an agent. a. To auto route the lead through the general rotation, use the Auto option. You may also use the Restrict To: Office function to route the lead to agents of a certain office only. b. To manually assign a lead to an agent use the Agent option. If using the Agent option you must select the Agent s Name and Reason for DTA for assigning the lead to the agent You may begin typing the agent s name or click the Search button to browse agents and learn about their updating compliance, their contact information, office assignment and the last lead they have been offered. LeadRouter Admin Guide Version 1.4 May 2012 32
If using the Agent option and you do not want the system to send a notifying call to the agent to alert them you have given them this lead check the Cancel Call and Auto Accept box before submitting the lead (see image above) 5. Click Add Lead to enter the lead in the system Repeat steps for all leads you wish to enter to LeadRouter! Monitor Leads Menu There are two primary table filters under the Monitor Leads menu. They are: Leads Needing Your Attention: Displays all of the leads that the admin must review. These leads have been returned by agents for company review. Leads will be in a unique status such as: Proposed Bogus, Proposed Cold, Proposed Recruiting, Halted, Needs Reassignment and No Follow Up Plan Assigned. View All Leads: Displays a lead list page showing all leads in all statuses including: Bogus, Closed, Cold, Drip, Hot, Recruiting and Red. Both primary filters have sub-filters, which are accessed using the left navigation pane. LeadRouter Admin Guide Version 1.4 May 2012 33
Lead Status All Description Displays every lead in the system regardless of status Bogus Leads that have been confirmed bogus by the admin Closed Displays leads that are a valid real estate transaction Cold Leads that have been confirmed cold/dead by the admin Drip Leads that are assigned to and being worked long term by the agent Hot Leads that are assigned the agent and are looking to move in the short term Recruiting Leads that are prospective agents looking to join the company Red Leads that agents have missed a required update on Assign Follow Up Plans See leads that do not have a plan assigned LeadRouter Admin Guide Version 1.4 May 2012 34
Monitor Leads Table The monitor leads table uses a flexible data design allowing easy adjustment and multiple viewing options. Some of the features include: 1. Date Entered Filter: quickly see all leads that have entered the system, or view the last 30 days, last 7 days, or today s leads. (Image right) 2. + Show/Hide Columns: located at the top right corner of the table, this button allows you to show or hide columns depending on the vital data you wish to see. Set the default view for your filter in this list to retain the selected columns for future visits! (Image Right) 3. Sort by Column A-Z or Z-A: click the header of any column to sort the data. (Image Bottom) 4. Maximize and Minimize Grid Size: expand the table to full screen mode for maximum viewing area and collapse when finished. (Image Bottom) LeadRouter Admin Guide Version 1.4 May 2012 35
Leads Needing Your Attention In the following section of this workbook, you will discover how to evaluate and leverage the Take Action functions in LeadRouter. Hover over the Monitor Leads button and click Leads Needing Your Attention from the dropdown. This will display leads that have been returned to the administrator. Leads shown within the following filters are currently not with an agent; they are in these queues awaiting input from the administrator. After clicking Leads Needing Attention, a filter appears showing all leads with a returned status: - Proposed Bogus - Proposed Cold - Proposed Recruiting - Halted - Needs Reassignment LeadRouter Admin Guide Version 1.4 May 2012 36
View Lead Detail Click on the Lead Name link from any lead list page to access more details about a lead. From this view, administrators are able to view and edit the contact information for the lead Administrators may also see the Lead details, showing where the lead originated from, the prospect type, if it went direct-to-agent and if a referral fee is due. Routing criteria shows the criteria that were evaluated when routing this lead. Admin information shows when the lead entered the system and when it was accepted. Depending on your business rules, you may see LAG Priority = yes, if the customer inquired on a particular listing. If the customer inquired on a listing, the listing details will be displayed under the Original Lead portion of the details page. LeadRouter Admin Guide Version 1.4 May 2012 37
At the bottom of the lead detail page are three tabs: History, Follow Up Plan, and Lead Emails. 1. Accepted Lead History displays all updates reported on the lead sorted from newest to oldest. Each report is date-and-time stamped and has the name of the user who updated the lead. Click any Agent / Admin name to access that user s profile and user reports 2. Routing History displays expandable options to explore who was considered for this lead offer (red bar) and when a call was made to an agent (green bar). 3. Follow Up Plan displays any follow up plans that are currently assigned to the lead. The admin can assign a plan here if needed. LeadRouter Admin Guide Version 1.4 May 2012 38
4. Lead Emails will show the original request from the source website. This is the data that LeadRouter interprets when the lead is captured. Take Action Within the lead detail (and on each table), the administrator can use the Take Action Module to reroute leads or mark them cold or bogus. When viewing any table of leads, the Take Action button will reveal a popout with the Take Action Module. From a Lead Detail page: The form appearing at the right side of the details page contains all actions that an administrator can take on a lead. If the administrator wishes to pass the lead to an agent, he or she can select the action and Save & Continue. Choose the reason/add details to complete the action. See next page for a table of each action and description. New LeadRouter also gives administrators the ability to add comments to leads without taking action. Admins could post a note when the agent goes out of compliance, or when the customer interacts with the administrator. The comments field has a checkbox to Email Comments to the agent. The note is added to the update history and the agent would be notified by email of your comment. LeadRouter Admin Guide Version 1.4 May 2012 39
Action Assign this lead to an agent Description Allows the admin to reassign the lead back to an agent of their choice or auto route the lead to be assigned by the system based on agents in rotation Mark this Lead Cold Admin confirms that the lead is cold and will not result in a conversion Mark this Lead Bogus Admin confirms that the lead is bogus. It contains fake contact info or names. Mark this Lead as a Recruiting Lead Confirms that the lead is a recruiting lead and should be delivered to the recruiter. Assign to Minder Allows the admin to incubate the lead at a company level. Users who have access to the minder can view and revive these leads. Add an update to this lead Allows the admin to update the lead on behalf of the agent Continue Routing This Lead For leads in Halted Status Only, the administrator can continue routing the lead to the agent population. The system will call through the rotation until a) an agent answers and accepts the lead, or b) the lead halts again Delay For leads that are currently routing, the administrator can delay routing and immediately halt the lead. LeadRouter Admin Guide Version 1.4 May 2012 40
Chapter 6: Follow Up Plans LeadRouter Admin Guide Version 1.4 May 2012 41
Follow Up Plans A Follow Up Plan is a drip marketing campaign that agents and administrators can apply to prospective leads over time. These drip pieces can be pre-written email messages or reminders sent to the agent, such as a phone call or appointment reminder. Admins can create custom Follow Up Plans for their company in LeadRouter. Email templates, calendar reminders, and print letters are the primary media and the follow up plan itself holds the structure, timing and sequence of events. This chapter will cover: Viewing and Previewing Existing Plans Assigning a Follow Up Plan Designing / Planning a Follow Up Campaign Create an E-Mail Template Create a Follow Up Plan from Scratch Copy an existing plan Viewing and Previewing Existing Plans Your brand will provide you with standard templates that can be copied and customized. In most cases, brand level plans contain email content and reminder events. 1. To preview the content and structures of the plan, visit the Monitor Leads menu and click Follow Up Plans. 2. Click any plan name from the list to view the structure of the plan. LeadRouter Admin Guide Version 1.4 May 2012 42
The plan structure will show the order of events, the event type, the name of the event, the timing and if the event counts as an update. If the event is an email, then there will be a [Preview] link to view the actual message If the event is a reminder, then an email will be triggered to the agent approximately 24 hours before the scheduled execution. If the timing type is # Day(s) after start date, then the events will be executed # number of days after the plan is assigned to the lead. If the typing type is # Days after previous, then that event will occur # number of days after the previous event has been executed If the timing type is Specific Date, then the plan creator can type in the actual date of delivery (i.e. 12/25, 10/31, 07/04) If the timing type is Birthday or Purchase Anniversary, then the event will be executed on the birthday or purchase anniversary saved in the lead detail of the lead to which the plan is assigned. If Count As Update is yes, then the lead will be updated for the agent when the event occurs (lead status would change from red to green if the lead had been out of compliance) LeadRouter Admin Guide Version 1.4 May 2012 43
To preview an email, click the [Preview] link next to the email name. A preview window will appear and display the content for that message. The message may contain Merge Fields which pull lead-specific information into the message, such as the first and last name of the customer. An Email Signature merge field is also available to pull in the agent or company signature into the email. Agents can create their email signature by clicking the Edit Profile link found on their homepage near their photograph. The signature should include contact information, website links, tag lines and more. LeadRouter Admin Guide Version 1.4 May 2012 44
Assigning a Follow Up Plan There are multiple ways to assign a Follow Up Plan to a lead. Some of the common methods include: Assign the plan during the lead update Agents can update their lead with a Hot or Drip status and assign a follow up plan as the final step of the update. The agent simply checks off the plans they wish to assign and clicks Save & Continue Update. Administrators can also assign a follow up plan when using the Assign to Minder function in the take action module. Assign the plan from the Lead Details under the Follow Up Plan tab Both agents and administrators can open a lead s detail page and click the Follow Up tab. The tab displays a list of plans currently assigned to the lead and a link to add additional plans. Mass assign a Follow Up Plan to a group of leads Administrators can visit the Monitor Leads menu and select Needing Admin Attention. 1. Click No Follow Up Plan Assigned from the left navigation 2. Click the checkboxes in the table next to leads needing a plan 3. Click Assign All Checked button and begin typing the name of a plan to assign. 4. Click Submit when finished. LeadRouter Admin Guide Version 1.4 May 2012 45
My agent is receiving a notification about creating a signature. What does this mean? In order for agents to use follow up plans, they must first create their signature by clicking Edit Profile from their agent home page. The agent will create their signature at the bottom of their profile which will be used on all follow up plan material going to their leads. When assigning a plan it says the lead is missing information. What does this mean? If you receive an error message that the lead is missing information, that indicates that the lead may be missing customer data that is referenced in the follow up plan that you are trying to assign. For example, the plan may reference the customer s first name in an email; if the lead has no first name in the record, then the follow up plan cannot pull the information accordingly. Preview your follow up plan under Monitor Leads > Follow Up Plans and see what data is referenced in the plan and update the lead record. LeadRouter Admin Guide Version 1.4 May 2012 46
Designing / Planning a Follow Up Campaign Preliminary Questions Discovering your Audience Before creating the content of any follow up plan, it is important to have the answers to some key questions about your audience. This will help determine the structure, tone and content. Who is your audience that will receive this information? Are they high-touch or low-touch customers, or both? What is the purpose of this plan? What do you hope to accomplish when this plan is complete? What is the duration of the plan? 30 Days? 6 Months? 5 Years? What mediums would you like to use? Emails, or task events (phone calls, personal email, etc) or both? LeadRouter Admin Guide Version 1.4 May 2012 47
Prepare Your Content BE Your Audience A common mistake that many marketers make is they forget to think like their audience. Thinking like the customer gives you a better understanding for what information they are seeking from you. Survey your own staff and learn about common questions that customers pose: What do customers normally ask within the first few weeks of working with an agent? What are common customer concerns? What resources do customers find useful? Once you have identified the mindset of your customer, you can start preparing resources to be used in your email messages. What is your company vision? What makes your company different from the rest? What online resources could you share with your clients? From your own website? How can you stay connected with your customers? Do you leverage social media? Do you have testimonials from past clients? Do you have images and graphics that could enhance your email messages? LeadRouter Admin Guide Version 1.4 May 2012 48
Planning Your Emails Now that you have identified your resources, it s time to compile the content into your messages. You will want to use captivating subject lines to entice the customer to open your message. Your customer may be so enticed that they respond to the message! Identify who will receive any responses sent by the customer (perhaps a company administrator, or the agent who owns the plan). Follow up plan emails can be very simple, and appear to be a personal message: From: XYZRealty@LeadRouter.com To: Joe.Smith@gmail.com Subject: Your next home Hi Joe! I hope this email finds you well. Our company has recently updated our featured listings page and I think you ll find some properties that meet some of your needs. You can visit the site at www.xyzrealty.com/featuredlistings and let me know if anything sparks your interest! I look forward to hearing from you soon, Jason Maguire XYZ Realty, North Shore (555)475-5542 x123 Jason@XYZRealty.com CHMS, CRS, GRI Your friend in real estate LeadRouter Admin Guide Version 1.4 May 2012 49
Email content can also be quite elaborate and include formatted text, images and hyperlinks. Learn more about creating the actual email template in the next section of this chapter. LeadRouter Admin Guide Version 1.4 May 2012 50
Timing Your Plan The timing of your follow up plans can be on a specific date, or relative to when the plan is assigned to the lead. For example, the plan could contain a birthday email that will trigger on the lead s birthday or an email could be sent 30 days after the plan begins. Using the table on this page, organize the plan structure and delivery for your new plan. (See Example entries in Yellow) Event Type Event Name Timing Email Thank you for contacting us! (example) 1 Day after Start Date Reminder Call the Customer (example) 10 Days after Start Date LeadRouter Admin Guide Version 1.4 May 2012 51
Tips For Success Think as though you are the customer. o What would you want to hear from your company if you were the customer? Find information that is relative to their situation and share it! Make your email content as timeless as possible. o LeadRouter Followup Plans are not meant to be a newsletter tool; it is a drip campaign strategy. If you were to put in a particular listing s information in an email, then the email would need to be changed when the listing goes off market. As it relates to listings, save yourself time and use hyperlinks to a featured listings page and keep your email content appealing, yet surface level. If interested, your customers will click through to the listings themselves. Don t over-communicate to customers who are lukewarm. o What does the lead conversion timeline look like for your market? Your target audience for this plan might be in the early stages of finding their next home. Maintain a safe distance and send information on a consistent, but less frequent basis. An appropriate interval may be between 2 weeks to one month. You wouldn t want to be marked as spam! Have a mix of salesperson touchpoints and automated emails built into the plan. o LeadRouter Followup Plans can trigger tickler reminders to the agent at a scheduled time. Perhaps 3 emails are sent to the customer and then a phone call reminder note is sent to your agent to touch base. This mix will make the customer feel connected and valued as a potential client. BE CREATIVE! o Your organization has a wealth of knowledge that can be shared to your customer base. Differentiate yourself and always let your customers learn from you. Building trust in sharing will pave the way for repeat business and clients for life! LeadRouter Admin Guide Version 1.4 May 2012 52
Create an Email Template 1. Mouse over the Monitor Leads menu and select Template Library. Here, admins can preview pre-made content from the brand and other administrators 2. Click the New Template button found at the top-right corner of the page. A new blank template will appear. A. Create a Name for your new email. It is recommended to come up with a naming convention for quick retrieval in the future. i.e. Feb2012 Buyer Email 1. B. Choose the Type: Email or Print piece C. Type a compelling Subject Line. This will appear in the lead s inbox. D. Click any of the Merge Fields to insert placeholders into your email message. E. Type your content and format your design using the formatting buttons. LeadRouter Admin Guide Version 1.4 May 2012 53
Uploading and Inserting Graphics to LeadRouter Templates 1. From the Add New Template page (shown above), click on the image icon from the formatting menu bar. 2. From the Image Properties window, click on Browse Server. The new window that appears will display all images available to you as a user and a company administrator. 3. Click on the Company Folder and then click on Upload. The Upload tool will help you browse your computer for the image file. The file can be any image file type and the size must be a maximum of 500 Kilobytes. 4. Click Add Files and browse your computer for images. Click Upload to place the images into the Company folder. 5. Double Click any image thumbnail to insert it into your email. Click the Green OK button to confirm. Now that the image is in the template, click and drag to reposition or resize. Repeat these steps as needed to insert and upload graphics to emails!. LeadRouter Admin Guide Version 1.4 May 2012 54
Add a Hyperlink to Text or a Graphic Start by highlighting the text or image you wish to hyperlink. Then 1. Click the Hyperlink Icon from the Formatting Menu Bar. 2. Within the Link Popup Window, type in the URL of the link (for example, www.xyzrealty.com) 3. Click OK when finished. The highlighted text or image is now hyperlinked. LeadRouter Admin Guide Version 1.4 May 2012 55
Create a Custom Follow Up Plan To create a new custom Follow Up Plan: 1. Navigate to Monitor Leads > Follow Up Plans 2. Click on the Create a New Plan button at the top-right of the page. 3. Enter a new Plan Name and Description in the text boxes 4. Check off the following related items for the plan: a. Statuses b. Prospect Types c. Timeframes Your choices here control the availability of follow up plans shown during the lead update process for your agents LeadRouter Admin Guide Version 1.4 May 2012 56
Note: Administrators have two checkboxes labeled Restrict to Admins which allows only administrators to see the plan and Use Company Signature, which superimposes the company signature onto ALL email content You are now ready to begin adding events to your follow up plan. You can add events that have been already created by your brand or you can create company events from scratch. The next section describes how to add existing events to your follow up plan. To add an existing event: 1. Select the Event Type for the event you wish to add: a. Email: pre-made email template sent to lead b. Reminder: calendar reminder sent to the assigned agent c. Print: print piece to be mailed to customer 2. If email or print piece, select the Event from the Event Name dropdown. If reminder, type in the name of the reminder (i.e. Call to Customer ) 3. Optional: If you choose to edit the existing content of the email or print piece you can achieve this by clicking the Preview Template link and then Edit from the preview window. 4. Choose the Timing Type for the event. (This is when the event will occur) a. Days after start of plan: Enter a number for how many days after you assign the plan to the lead that this event will occur) b. Days after previous plan event: Enter a number for how many days after the previous event occurs that this event will occur c. Specific Date: Enter the 2 digit month and day for when this event will occur. Example: 12/31 if you want the event to occur on December 31 st d. Client Birthday: Based on birthdate in lead detail e. Purchase Anniversary: Based on date in lead detail LeadRouter Admin Guide Version 1.4 May 2012 57
Chapter 5: Manage Agents LeadRouter Admin Guide Version 1.4 May 2012 58
Overview The Manage Agents menu provides quick links for administrators to see which agents may be missing contact information, assignments or training. Hover over Manage Agents from the top navigation to reveal the menu options. This portion of the workbook will cover: Navigating the Manage Agents menu options Editing agent information and assignments Viewing all agents in a list view Navigating the Manage Agents Menu Options Administrators can click the Manage Agents button from the top navigation to reveal an overview dashboard. All navigation options found on the overview page will be present in the left navigation pane. This screen quickly reveals how many agents are untrained and ineligible. Depending on your business rules, agents out of compliance may not be receiving new lead offers. LeadRouter Admin Guide Version 1.4 May 2012 59
Agents Missing Routing Information contains tabs depicting the number of agents who may be missing an assignment for each criterion. A call-to-action link will be displayed below the agent s name, as shown below. The final portion of the overview page contains links to view agents by category, such as office, team or other assignment. Related Reports provides a shortcut to agent-performance metrics based on acceptance and updates. LeadRouter Admin Guide Version 1.4 May 2012 60
Editing Agent Information and Assignments The shortcuts mentioned above will show you only users missing criteria or information. To view a FULL list of agents, navigate to LeadRouter Settings > Users. From the list of users, click the Edit button next to the agent. This will display a popup where changes can be made for the selected category. In the example depicted in the screen shot, the administrator is adding property types for agent Betty Culpepper. Add the corresponding property types (or other selected criteria) by clicking the appropriate checkboxes. Click Save when finished for each tab. To close this popup, click the X button in the top-right corner of the window. LeadRouter Admin Guide Version 1.4 May 2012 61
The General Tab in this popup will display the user s availability, trained status, and contact information. Both agents and admins can edit this information. If changes are made, click the Save button. NOTES: 1. Administrators have the ability to mark users as trained. Click the Trained checkbox to activate the user. If an agent takes training through your Brand LMS, the agent will be marked as trained within 24 hours. View the Agent Detail page to see when the agent completed training. View All Agents From the left navigation menu, click Agents A-Z. This will display a list of agents at your company or office. LeadRouter Admin Guide Version 1.4 May 2012 62
Admins can quickly see which agents are out of compliance (shown with a red message, Ineligible to Receive Leads ). Contact information for the agent is also displayed. Each agent will have a button labeled View & Edit Agent s Information, which will show the agent Detail page. Here, administrators can view reports, lead assignments, and also add users to scrubber and minder teams. LeadRouter Admin Guide Version 1.4 May 2012 63
Chapter 6: Reporting LeadRouter Admin Guide Version 1.4 May 2012 64
Reports Overview The Reporting Module contains key statistical data to help administrators improve response rates, closing rates and incubation tactics. Access the Reporting Module under the Reporting button from the top navigation. Administrators can hover over the Reporting button to display a submenu with report tools, or they can click the reporting button to view the Overview Page. Reporting Overview Page To access the Overview page, click on the Reporting button from the top navigation. The Overview shows a snapshot of each Key Report Modules: Lead Reports, Agent Reports and Admin Reports. Each subsequent report offers date range filters. Administrators can navigate through the Key Reports by using the expandable left navigation pane (see image left). The Overview page gives a snapshot of performance based on three categories: Leads Agent Admin LeadRouter Admin Guide Version 1.4 May 2012 65
1. Lead Reports: provides year-to-date capture and closed transactions graph for the company (based on closings, signed agreements, and signed contracts). The graph can be enlarged, or click See Full Report to view Lead Conversions by Office, Agent, or Yearly Comparison 2. Agent Reports: provides year-to-date average agent response time for the company. Click See Full Report to navigate to the Speed of First Update report, which shows average time to update per agent. 3. Admin Reports: indicates how many leads need attention. Click See Details to view the Needs Attention Leads page, showing all leads that are halted, proposed cold, proposed bogus, returned to administrator and career lead. LeadRouter Admin Guide Version 1.4 May 2012 66
Lead Reports Click Lead Reports from the left pane menu to expand all lead reports. (NOTE: View the table on the following page for a description of each report.) A dashboard view appears when Lead Reports is clicked, showing Lead Activity, Lead Sources and Lead Information (see image below). 1. Lead Activity shows graph depicting current lead activity. Other activity reports include Lead Conversion, Response Rates, and Revived Leads 2. Lead Sources shows the most effective source year-to-date. Click See Full Report to link to the source effectiveness report. 3. Lead Information shows the Lead Pipeline report displaying leads that have a known conversion timeline. This is selected when the lead is captured, or when the agent assigns a conversion timeframe during the lead updating process. LeadRouter Admin Guide Version 1.4 May 2012 67
Lead Report Modules (table) Lead Report Modules Lead Status & Activity Lead Conversion Revived Leads Description Provides details by office for total leads offered and total accepted. Breakdown by Hot, Bogus, Dead, Drip, Sales Contract, Agency Contract, and Closed statuses. Lead Activity tab describes routing delivery methods by office. Provides details by office/agent/yearly comparison for leads that resulted in Listing Agreement Signed, Contract Signed, and Sale Transaction Closed. Displays average days to each aforementioned result. Provides a breakdown by office/agent for leads previously marked cold/bogus that the admin was able to pass to another agent and continue working with the customer. Response Rates Lead Pipeline Bogus Checking Multiple Inquiries Source Effectiveness ELeads Compare Office Activity Calculated as the time it takes for an agent to make the first report on a lead in LeadRouter. Lead Pipeline data is gathered from the agent choosing a timeframe to conversion when updating a lead. The report will give indication to expected conversion times in the future. Displays leads that have been marked as permanently bogus, but which would otherwise be valid. The report analyzes the format of the customer contact info and displays leads that may be legitimate customers; possible revival opportunities. Displays a list of duplicate leads being submitted from multiple sources. This report is useful in determining if a referral fee is due upon conversion. Displays capture rates and resulting statuses from all sources. Use the Source Type Effectiveness tab for a source overview, or view Web Sources tab or Non-Web sources (manual leads) for more in-depth analysis. Displays a breakdown of lead capture and overall percentage based on website source in the elead Sites tab. Displays side-by-side comparison of selected offices. Shows percentage of leads in various statuses, such as Hot, Cold, and Closed. LeadRouter Admin Guide Version 1.4 May 2012 68
Agent Reports Click Agent Reports from the left pane menu to expand all lead reports. (NOTE: View the table on the following page for a description of each agent report.) Click Agent Reports from the left pane navigation to reveal a dashboard view (see below): 1. Speed of First Update shows the average time it takes for an agent to make the first report on a Lead. 2. Agent Status & Activity shows the number of overall closed transactions. Click See Full Report to view all closed leads. 3. More Reports provides access to the Next Up Rotation, Agent Pipeline and Agents Out of Compliance LeadRouter Admin Guide Version 1.4 May 2012 69
Agent Report Modules (table) Agent Report Modules Agent Status & Activity Next Up* Speed of First Update Description The Agent Status tab shows a breakdown per agent for total leads offered, total leads accepted and the resulting status breakdown for all accepted leads. Agent Activity tab breaks down leads by a category (i.e. price range) with resulting status. Provides the next up call rotation of participating agents. The agent at the top has gone the longest without accepting a lead that counts against them. Provides a breakdown by office/agent for leads previously marked cold/bogus that the admin was able to pass to another agent and continue working with the customer. Agent Pipeline Agents Out of Compliance Calculated as the time it takes for an agent to make the first report on a lead in LeadRouter. Displays side-by-side comparison of selected offices. Shows percentage of leads in various statuses, such as Hot, Cold, and Closed. LeadRouter Admin Guide Version 1.4 May 2012 70
Admin Reports Click Admin Reports from the left pane menu to expand all lead reports. (NOTE: View the table on the following page for a description of each report.) Click Admin Reports to show the Admin Reports Dashboard. 1. Unassigned Scrubber Leads shows the number of leads that are currently halted, either because they are being scrubbed before routing, or lead delivery was unsuccessful. Click See Full Report to see all halted leads. 2. Minder Lead Activity shows the number of leads that are being minded, or incubated, within the company s minder teams. Click See Full Report to view all minded leads. 3. More Admin Reports is a quick navigation tool to see: Scrubbing Lead Activity Needing Agent Assignment (returned leads) Leads Awaiting Admin Attention LeadRouter Admin Guide Version 1.4 May 2012 71
Admin Report Modules (table) Admin Report Modules Description Halted Click the Halted report to display a lead list of halted leads. Scrubber Lead Activity Minder Lead Activity Needing Agent Assignment Leads Awaiting Admin Attention Click the Scrubber Lead Activity report to display a lead list of leads in the scrubber. Scrubbed leads are those that have not yet been routed to agents; they are held in the scrubber for administrators to evaluate. Click the Minder Lead Activity report to display all leads that are being minded within minder teams. Minders contain leads that have been returned for incubation. Click the Needing Agent Assignment report to display leads that are currently not assigned because they have been marked as Returned to Broker by an agent. Click Leads Awaiting Admin Attention to display all leads with a status of Returned to Broker, Proposed Cold, Proposed Bogus, Halted, and proposed Proposed Closed. LeadRouter Admin Guide Version 1.4 May 2012 72
Chapter 7: LeadRouter Settings LeadRouter Admin Guide Version 1.4 May 2012 73
LeadRouter Settings Overview The LeadRouter Settings menu is where administrators can configure LeadRouter for their company and agents. To navigate to LeadRouter Settings the admin will click on LeadRouter Settings on the main navigation menu. The admin is now presented with an Overview screen that details quick links to Settings Needing Your Attention. These links when clicked will bring the admin to the appropriate area to resolve these issues. The Overview screen also contains quick links to common settings the admin can quickly navigate to when clicked. The entire LeadRouter Settings dropdown menu contains links to all settings in the system. These links can also be found in the navigation menu on the left hand side. LeadRouter Admin Guide Version 1.4 May 2012 74
Business Rules The LeadRouter Business Rules contain operational and strategic constraints to keep lead flow and accountability working properly. Business Rules control behind-the-scenes functions, such as how leads route, how often agents must update and what time of day LeadRouter can call agents with leads. To access the business rules, hover over the LeadRouter Settings menu and click Business Rules from the dropdown. In some cases, administrators of multi-office companies may decide that each office will have their own set of rules, especially related to matching criteria for lead routing. This can be established during your deployment with your business analyst. To view office level business rules, select the dropdown labeled Show Rules for at the top of the Business Rules page. Administrators cannot change rules from their accounts; they must contact the LeadRouter helpdesk at (800)704-7237 Offices The Offices menu contains a list of all offices for the company. Here the admin can edit the office information and assign admins to each office. To access the offices, hover over the LeadRouter Settings menu and click Offices from the dropdown. To edit information for each office, the admin can click on the Edit link on the right hand side. LeadRouter Admin Guide Version 1.4 May 2012 75
The admin is then presented with a window that contains two tabs. The first tab, Office Information, is where the admin can adjust if the office is active and participating in LeadRouter. If these settings are changed it will affect all agents in that office. The second tab, Office Admins, is where admins can adjust who the assigned admins are for that office. Admins that are assigned to an office can manage that office s agents and leads. LeadRouter Admin Guide Version 1.4 May 2012 76
Teams The Teams menu contains a list of all listing agent teams for the company. Here the admin can add and edit teams in LeadRouter. Listing Agent Teams allow the system to offer leads to the listing agent and if that agent does not accept the lead, then LeadRouter will offer the lead to the other agents in the team based on the next up rotation for the company. To access the list of teams, hover over the LeadRouter Settings menu and click Teams from the dropdown. The existing list of teams will then appear and the admin can edit any teams by clicking the Edit link on the right hand side. To remove a team from the system, click the Remove link. To add a new team, the admin will click the Add Team button on the top right of this screen. Groups The Groups menu contains a list of all custom agent groups for the company. The admin can add, edit, and assign agents to groups in LeadRouter. Groups allow the system to offer leads to custom groups of agents based on the source of the lead. First, the admin must create the group. Second, admins must assign agents to the group. Finally, the admin must assign the group to the source. See the Sources section for more details on assigning groups to sources. To access the list of groups, hover over the LeadRouter Settings menu and click Groups from the dropdown. Here the admin will find links to add, edit, and remove custom groups from the system. LeadRouter Admin Guide Version 1.4 May 2012 77
Users The Users menu contains a list of all users for the company. The list of Users includes agents, admins, and brokers. The admin can edit info pertaining to each user here. To access the users, hover over the LeadRouter Settings menu and click Users from the dropdown. To edit information for each user, click on the Edit link on the right hand side or the user name in the list. The info that is editable by the admin here includes: General Info such as Active, Trained, Participates, Contact Info and Hours Assignment Info such as Area, Price Ranges, and Property Types LeadRouter Admin Guide Version 1.4 May 2012 78