Lead routing and SLA
Seven ways to decide who owns a lead, and a clock that escalates when nobody does.
Routing rules assign the lead the moment it lands. If the agent does not respond, the SLA warns, then breaches, then escalates to their manager. Every assignment is kept permanently.
Clix routes leads using round robin, weighted distribution, least workload, language specialist, area specialist, project specialist, sticky owner, manager queue and lead pool rules. Each stage carries an SLA that moves from warning to breach to manager escalation. Assignment history is immutable, and routing respects agent capacity, working hours, quiet hours and availability.
- Source
- Meta Lead Ads
- Area
- Dubai Hills Estate
- Budget
- AED 5.2M
Dubai Hills sales team
Area specialist, agent within capacity, inside working hours
Omar Haddad
Assigned, acknowledgement pending
Nine routing strategies
A rota is fine for a small team and wrong for a large one. Clix supports the strategies a growing brokerage actually moves through, and lets you change between them without rebuilding anything.
- Round robin across an eligible group
- Weighted distribution by agent
- Least workload, measured on open leads
- Language specialist routing
- Area and community specialist routing
- Project specialist routing for off plan
- Sticky owner, so a returning client reaches the same agent
- Manager queue for manual assignment
- Lead pool, where agents claim rather than receive
Clix interface shown with sample workspace data
The lead pool
Not every lead should be pushed at somebody. A pool holds leads that any eligible agent can claim, which suits walk in enquiries, overflow at peak and teams that prefer pull over push. Claims are recorded, so a pool never becomes a place leads go to be ignored.
- Pool entries with eligibility rules
- Claim flow with a recorded claimant
- Return to pool on expiry
- Repooling when an SLA breaches
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Warning, breach, escalation
An SLA that only reports after the fact is a report, not a control. Clix fires a warning before the target, a breach at the target, and an escalation to the manager after it, so the intervention happens while the lead is still worth something.
- Warning event before the target
- Breach event at the target
- Manager escalation after breach
- Per stage response and next action targets
Clix interface shown with sample workspace data
Routing that respects the person
Capacity, working hours, quiet hours and availability are part of the routing decision. An agent on leave does not receive leads, and a lead arriving at two in the morning does not burn its SLA against somebody who is asleep.
- Per agent capacity limits
- Working hours and quiet hours
- Availability and leave
- Immutable assignment history
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More of the platform
Further reading
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