This article is to review some of the common questions/concerns related to lead routing within Chime. For a detailed explanation of how lead routing works, please review the following: Agent Lead Routing Rules.
Questions and Answers
Q: Why would a lead not go through lead routing?
A: There are four different reasons as to why a lead will not go through lead routing:
(a) Private leads will not go through lead routing. Reference Lead Privacy: Team Leads vs. Private Leads for more information.
(b) Leads that are added manually will not go through lead routing. If you are adding a lead via this field in Chime, it will not be sent through lead routing:
(c) If once of the checkboxes in the lead routing settings is not checked, new leads that match will not be sent through lead routing. Note: The routing log (see Lead Routing Logs) will show "N: option unmatched" in this scenario.
(d) The "Assigned to the listing agent" switch is turned on. When the button is ON, if a new lead enters Chime from a listing on the team IDX website, the lead will automatically be assigned to the listing agent for that specific listing.
Q: When using Round Robin as the assignment method with the percentage divided equally for all agents, why is the distribution uneven?
A: Please check the working hours of the agent on your team. If the lead was supposed to be assigned to an agent who was not in their working hours, they will be skipped on the distribution list. You can also reference Working Hours & Vacation Mode for more information.
Q: Why was a lead distributed to certain people instead of others?
A: There are three possible reasons for this:
- (a) If the lead routing rule is "Round Robin," check working hours as mentioned in question #2. When the lead is assigned to the agent, if the agent is not in their working hours, it will skip them and assign the lead to the next person in line.
- (b) If the lead routing method selected is "Next Up" or "Blast Alert," the agent who claims the lead is the one who gets the lead.
- (c) If both of the previous items are checked, take a look at the timeline for the lead. It might be that during the routing process a user with access to the lead manually assigned the lead, interrupting the lead routing.
You can also refer to this feature for additional information: Lead Routing Logs.
Q: As an individual agent/user on the team (not an admin), why was the lead not assigned to me?
A: In addition to the above possibilities outlined in #1-#3, it might be that the Team Admin/Owner did not add you to the lead routing rules as this is not an automatic process and must be done manually. Check with your Team Admin/Owner to have them make sure you are included in any distribution rules that should apply to you.
As a reminder, a full outline of how lead routing works in Chime can be found in the following article should you need to understand more about how lead routing works: Agent Lead Routing Rules.
If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <email@example.com> or by phone at 1 (855) 981-7557.