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Overview of Lead Caps

Overview of Lead Caps

Owned by Rebecca Kornblum
Last updated: Aug 16, 2023
3 min read

Description

This article describes the use of lead caps to set a maximum number of:

  • Leads for marketing campaigns

  • Leads for individual users

  • Lead calls an agent may take in a set amount of time from an inbound call routing campaign

  • Leads taken from a custom queue

Lead caps are a permission setting that requires an agent or organization to request access from the Insellerate Superadmin.

Marketing Campaign Lead Caps

Marketing campaign lead caps set the maximum number of leads that an agent can take from a single campaign. The Marketing Campaign Lead Caps article provides more details.

Lead caps may be set for the following distribution types only:

  • Distribute All

  • Distribute Ring All

  • Distribute Agent - Round Robin

Lead caps may be set in two ways from the Lead Caps page:

  • For all agents within a marketing campaign

  • For a specific agent within a marketing campaign

Lead Caps for Individual Users

A total lead cap (limiting the total number of leads a user can receive each day across all campaigns) can be set for each agent within User Registration.

Lead Cap

  • A specified number is the maximum number of leads a user may have at a given time.

  • If the Lead Cap is left blank, there is no limit to the number of leads assigned/taken via distribution.

  • If the Lead Cap is specified as 0, a user will not receive any leads via distribution.

Open Lead Cap

A specified number is the maximum number of open leads a user can take per day.

Unassigned Lead Cap

A specified number is the maximum number of unassigned leads a user can take per day.

Lead Caps for Users Receiving Calls from an Inbound Call Routing Campaign

Lead caps are set for the number of lead calls an agent can win within a 60-minute or 24-hour period in an inbound call routing campaign. The How It Works: Inbound Call Routing article provides details.

Hourly Lead Cap

The number of lead calls an agent can win within the current one hour (60 minutes) of winning the first call is capped. After one hour, the timer is reset. Capping the number of calls an agent can win during a particular campaign allows other agents the opportunity to win calls at that time.

Daily Lead Cap

The number of lead calls an agent can win within the current one day (24 hours) of winning the first call is capped. After one day, the timer is reset. Capping the number of calls an agent can win during a particular campaign allows other agents the opportunity to win calls at that time.

Minimum Lead Cap Call Duration

When the call duration meets or exceeds the minimum seconds specified, it will add +1 to the agent’s lead count for the lead cap check. If the call duration lasts shorter than the minimum specified, it will not add to the lead count for the lead cap check.

Leads Taken from a Custom Queue

The Daily Cap field appears when the Take button is toggled to Yes in the Custom Queue (Custom Queue List) data input screen. It allows users to set a limit to the number of leads taken from the custom queue. The max is 100.

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