Lead pool
A lead that nobody worked goes back to the people who will.
When an assigned lead passes its response window without qualifying activity, it becomes eligible for redistribution. Another agent claims it, a new window starts, and the full ownership history stays on the record.
The Clix lead pool holds leads that eligible agents can claim rather than receive by assignment. A lead enters the pool when it is routed there directly, when a timed claim expires, or when an assigned lead passes its response SLA without qualifying activity. Claims record who took the lead and when, and the complete assignment history is preserved so redistribution never loses the trail.
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Lead received
A portal or Meta enquiry arrives and becomes a record.
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Assigned to an agent
Routing rules pick an owner and the response SLA starts.
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No qualifying activity
The response window passes without a call, message or note.
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Returned to the pool
The lead becomes eligible for another agent to claim.
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Claimed by an eligible agent
A new owner takes it and a fresh response window starts.
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Ownership history preserved
Every assignment, claim and release stays on the record.
Why a pool exists at all
Push assignment assumes somebody is available to receive. That holds on a Tuesday and fails at the weekend, during a launch, and whenever an agent is mid viewing. A pool lets eligible agents claim what they can actually work, which is the difference between a lead sitting in somebody inbox and a lead being worked by whoever is free.
- Direct pool routing as a strategy in its own right
- Overflow when every eligible agent is at capacity
- Walk in and unattributed enquiries
- Teams that prefer pull over push
Clix interface shown with sample workspace data
Redistribution is a rule, not a favour
A lead returns to the pool because a condition was met, not because a manager noticed. The condition is the response window passing without qualifying activity: no call, no message, no note. That makes redistribution predictable, which is what stops it becoming an argument.
- Response window defined per pipeline stage
- Qualifying activity defined by your workspace
- Automatic return to the pool on breach
- Timed claims that release themselves on expiry
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Claiming, and who claimed
An agent claims a lead from the pool and becomes its owner, with a fresh response window. The claim is recorded with the claimant and the time, so a pool is never a place where ownership becomes vague.
- Eligibility rules decide who can see a pooled lead
- Claim recorded with claimant and timestamp
- New response window on claim
- Manager visibility over the pool
Clix interface shown with sample workspace data
The history survives everything
Assignment history in Clix is immutable. Every assignment, every claim, every release and every breach stays on the record, so a lead that has been through three agents can still answer who had it, for how long, and what they did.
- Immutable assignment history
- Reason recorded for each change of owner
- Activity kept against the lead, not the agent
- Reportable by agent, team and branch
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More of the platform
Further reading
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