Lead Assignment
The assignment engine consists of two parts. The Journey Decider and RM inder. The journey decider will be using the rules to decide whether to proceed with Assisted flow or DIY flow from parameters available in lead data.
Letβs take a use case where we have some leads for different product codes like Credit Card, Current Account, and Savings Account from different sources like websites, mobile apps, and campaigns.
We can add the rules like if the product code is a credit card from any source, we will select the DIY journey or If the product code is a current account and the source is a mobile app & website, then we will go for Assisted flow. If the product code is a savings account from the campaign, we will go for a DIY journey. These parameters are configurable.
Product Code | Source | Journey Decider |
Credit Card | Any | DIY Journey |
Current Account | Mobile App & Website | RM/Assisted Journey |
Savings Account | Campaign | DIY Journey |
If the path decided from the assignment engine is Assisted Journey, then we can go for RM assignment strategies.
The Primary Strategy works on field-based assignments and the field is configurable. For example, we can use PIN code, location, or branch code from the lead.
The Secondary Strategy will be a random assignment from the list of RMs in the Primary Strategy, and we have an RM bucket size limit so no RM will be overloaded with open leads.
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