Lead Rules (Lead Scoring Based on Contact Intensity)
Updated
The Lead Scoring Based on Contact Connectivity feature helps businesses make better decisions about which leads to contact first. It uses historical call data in the system to calculate a lead’s connectivity, based on the connect rates of all phone numbers linked to that lead.
Contact Connectivity Calculation: Automatically calculates how often a lead answers calls, helping to determine the best leads to contact.
This system prioritizes leads with a higher score, ensuring you contact the most important ones first, instead of relying on random selection based on campaign strategy.
Note: To dial leads based on their connectivity, you can use Connectivity as a sorting criterion in the segment. This ensures that leads with higher historical connectivity are called first.
Enablement Note: Access to this feature is controlled by DPs - SYNC_LEAD_UPDATE_ENABLED(BOOLEAN, PARTNER), LEAD_RULES_ENABLED( BOOLEAN, PARTNER) and RULE_ENGINE_ENABLED_RULE_CONTEXTS(values: LEAD) dynamic properties. To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
Defining Contact Scoring
Rolling Period: This defines the time window (in days) for analyzing lead activity. The maximum rolling period is 90 days.
Contact Connectivity:
Calculated as (Number of connects / Number of attempts) * 100. This shows how often a specific phone number answers calls.
For leads with multiple phone numbers, it calculates the average connectivity across all numbers, giving a broader view of their engagement.
Optimizing Filtering and Segmentation
To improve customer engagement, lead scoring and segmentation are based on certain attributes calculated right after lead data is entered into the system. These attributes help prioritize leads and organize outreach efforts more efficiently.
Reporting and Display on Care Console: Connectivity and the best time/day to call can be shown on the Care Console and reports. This makes it easy to schedule callbacks and prioritize leads directly from the console. The Connectivity and the best time/day attributes can be shown directly in the care console using properties widget with entity type as Audience lead.
Filtering and Sorting Capabilities: The Lead Connectivity and best time/day to call metrics are available in the segment. This allows you to filter and sort leads based on these scores. With these features, you can:
Create segments and call leads based on their higher Lead Connectivity scores.
Re-target segments with high Lead Connectivity for more focused follow-up efforts.
Use sorting options to call the highest-connectivity leads first, improving the efficiency of your outreach.
This enhancement ensures a data-driven approach to lead management, enabling smarter segmentation, more strategic callback scheduling, and better prioritization of important leads.
