How are leads distributed to reps in a Program?
FanThreeSixty uses the existing links between account reps and fans to prioritize its automatic leads assignment. These relationships are created and maintained either in a source system such as ticketing or in FanThreeSixty on the fan’s profile.
Account rep type is also taken into account, if applicable.
For Example: If Jack Dawson - Sales Rep is in the program and is Fan A’s sales rep, that fan will be assigned to Jack. However, if Jack Dawson is a fan’s Customer Service Rep, they will not be assigned to Jack.
What happens if a fan has a relationship with two reps in a Program?
Currently, if a fan has a relationship with two reps of the corresponding account rep type in a Program, the fan will be assigned to the next available rep between the two, depending on quotas and workload already assigned. If all else is equal, assignment between the two reps will be random.
What if a fan’s rep is not part of the Program?
If a fan has a relationship with a rep who is not in the Program, that fan will be assigned based on the “Only honor existing relationships” checkbox.
If the box is checked, that fan will remain Unassigned unless something about the Program changes (ie. the fan’s rep is added to the Program, the fan’s rep changes to someone in the Program, or you uncheck the box).
If the box is unchecked, the fan will be assigned to the next available rep in the Program according to quotas and workload.
What if a fan has no rep relationship?
If a fan has no rep relationship, that fan will be assigned based on the “Only honor existing relationships” checkbox.
If the box is checked, that fan will remain Unassigned unless something about the Program changes (ie. the fan gets a rep in the source system, and the rep is added to the Program, or you uncheck the box).
If the box is unchecked, the fan will be assigned to the next available rep in the Program, according to quotas and workload.
What happens if a rep relationship is updated in my ticketing system while the program is going on?
The assignment job runs when something changes in a Program—quotas are updated, a lead is changed from the starting status to another status, and a rep is added or removed. If any rep relationships have been changed in the source system and made their way into FanThreeSixty by that point, the leads assignments going forward will reflect those changes. Leads that were already assigned by the Program will not be affected.
What can I do if a fan is assigned to the wrong rep?
As a manager, you can manually reassign a lead in a Program.
On the Program’s fan list, select the fan(s) you want to reassign
Click the reassign button (looks like the account rep icon)
You can choose from any of the team members in the program. These leads will be added to the selected team member’s fan list. It may bump their assigned leads above their quota, but the regular assignment process will resume as soon as their list falls back below the quota.