Speed to lead

Whose hours count

The wait is counted only while the deal's rep is working, in the hours they have saved, with any day off or changed shift for a date laid over them. Where a rep has saved no hours, the team's hours stand in, then the location's opening hours.

• Set a person's hours on Settings → Team → People: open their row's menu and choose Working hours. Days that differ adds a day off or a different shift for one date.
• Set your own under Your settings, in Working hours.
• Set the team's hours, and the target, under Settings → Lead rules → Calling.

What ends the wait

Under Settings → Lead rules → Calling, What ends the wait has two choices:

• A call (the default): the wait ends at the first call a person logged. A text, an email or an automatic message does not end it.
• A call, text or email from the rep: the wait also ends at the first text or email a rep sent. A reply that came in, or an automatic message, does not end it.

With either choice, a deal that has only been texted or emailed stays on the Call now list until a call is logged.

When the target passes

If the wait passes the target, the deal is reassigned to the location's manager, or to an administrator when the location has none, and they are told. The administrators are told as well. A deal nobody can take stays with its rep.

Where to read it

Insights → Reports → Speed to lead shows how many deals were called within the target, the wait day by day, and the figures by location, by offer and by rep. Its first card says which hours and which rule it counted with. See Read Insights.