Bug: Action Plan - Please Read.

[Ryan Ward]

The action plans will not work well the way that they are designed. Currently, the time starts ticking at the time a lead registers. Unfortunately, this will not work within the calendar system. Sorry, this is going to be something of a long explanation/bug report because it is essential if the system is going to work correctly...

Let's start with an example....This lead "Tre Pryor". He registered at 5:00 p.m. yesterday on the 26th of May. This started his action plan running at that time and date and is calling today (the following day, which, will apply to somewhere around half of all leads that register on anyones website because anything that comes in after business hours will be dealt with the following day), "day 1". The reality is that it is not "day 1". It is day zero as that lead was assigned to an agent first thing this morning.

Now the problem is that my action plan is set to remind my agents to call there leads on day 1, 2, 7, 14, 30, 60 and 90. The practical translation of numbers here is actually day 2, 3, 7, 14, 30, 60 and 90 because they are making a manual call when they register on day one, but the system calls that day 0...

So, the fix. This should be very simple really....Action plans should begin at the time a lead is accepted, not when it registers. Otherwise, you can never effectively set an action plan.

Please correct me if I am looking at this wrong, but, by setting an action plan to begin at the time of registration, you really can't effectively time when the actual actions are to take place thereby making the action plans themselves ineffective. That's why it would be better to begin at the time of acceptance rather than registration. I can't even figure a decent workaround...

[RESteve]

Shouldn't we be working from the date of registration, though? Our goal is to call the lead ASAP, and if we're trying to get a good meter to gauge how long it took, that gauge should be measured from the date of registration, right?

I can understand how your suggestion makes sense, but I also see logic in it staying in the existing setup as well.

Note: Maybe an easier solution would be to allow a task to be setup on day 0 (or the date of registration).

[Ryan Ward]

I think that while it makes "ideal" sense to start immediately. Anything after business hours, say from 5 to midnight is going to be wrong becasue we can't really contact them so the action plans will always be one day off from the actual time of acceptance.

It just seems that an action plan should begin when we accept a lead as that is when we begin to take "action".

[RESteve]

Is it ideal to have the tasks begin when it's accepted or perhaps when the lead is assigned?

[Ryan Ward]

I think in a practical and applicable sense, I would like an action plan to begin when I am ready to work the lead so that would be when I accept the lead. When the lead registers, it is auto assigned to me so an action plan begins immediately because I set myself on the plan as well. However, I want the action plan to guide the agent in how to handle the lead. For that to work effectively, the guide, or "action plan" can only begin when an agent can work the lead.

Just because a lead is registered, does not mean that the lead is ready for an action plan so I think that is the bug as much as anything. It's a bug because it is not when an action plan actually begins. An action plan cannot actually begin at the time of registration.

A good argument could be made that it should begin when the lead is assigned, not when it is accepted, but, again, I'm trying to help the agents by providing a solid action plan, not hurt them by forcing something. I think there are other more effective ways to ensure the agents are following up promptly on their leads instead of using the action plan to enforce it.

More than anything, I'm open to discussing this because I think this is one of the most advantageous features of the entire system so to ensure that this works the best way possible for all of the people who will be using the system is vitally important...

[webmaster]

I am sorry Ryan, I gotta disagree with you here - the system was built (that part anyways) as an accountability tool for the brokerage / team leader - thus it is not supposed to be "up to the agent" to "decide" when they are "ready" to work a lead - if I am giving you a lead, you better be damned well ready to work it.

As for "accepted" - again, action plans cannot depend on an agent "accepting" leads - because lots of agents simply overlook that part, and they should not be allowed to circumvent the process simply by not accepting the lead - all leads should be worked or reject - if they are choosing to not reject them, they are choosing to work them, and the action plan must apply.

I am looking at this from a boss's perspective (which is what the action plans were made for) not from an agents perspective - they aren't meant to be polite reminders, they are meant to be a system of accountability and to facilitate reporting on said accountability.

[webmaster]

BTW if you want to take the lighter side as indicated (a nice tool to help them, vs forcing them to be accountable) it's pretty simple, just don't come down on them, if they are not completely or checking off the tasks.

It has to work for both (hard asses, and those team leaders / bosses who prefer to kill with kindness)

[webmaster]

Incidentally, I do agree that the action plan should not begin until the time of assignment - I will speak to Mikey about this.

[Ryan Ward]

This won't work for leads that come in after business hours until midnight. There needs to be some way to trigger an on/off the action plan or those leads will always be incorrect on the action plan.

Something needs to work for those leads and it makes up a large portion of leads that come in in the evenings.'

What can be done to address that?

[Ryan Ward]

Time of assignment I think would be workable. I think that should work for both types....