Vishal Chopde
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Lead Routing Board: hot leads to the next agent on shift

Hot leads go to the next agent on shift, and the board shows each agent's callback time, tours and contracts.

Agent routing and scorecardPart of Lead Command Center
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Problem and fix

What was broken.

before

The problem

Hot leads went to whoever saw them first, and slow callbacks went unnoticed.

after

The fix

A rotation sends each hot lead to the next agent on shift, with a 5-minute callback target and a re-route after 10.

My role

Key decisions.

Wrote the routing rules and designed the board.

  1. 01Route by who is on shift, so a lead never waits on someone who is off.
  2. 02Flag any agent over the 5-minute callback target in red.
  3. 03Write the rules on the screen in plain words, so the team can read them.

How it is wired

Five steps, in order.

Built with n8n, Slack and Airtable.

  1. Lead scored 80 or moreOpenAI inside n8n
  2. Next agent on shift pickedn8n rotation
  3. Agent alerted with a call linkSlack
  4. No call in 10 minutes: re-routedn8n timer
  5. Callback time loggedAirtable

Result

What this proves.

  • Toggle an agent's shift and the next-up agent changes.
  • One table shows who is fast, who is slow and who closes.

Related

Keep reading.

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All work

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Lead Routing Board?

Tell me what it has to do on a 15-minute call. I'll sketch the screens and the wiring, and you keep the sketch either way.

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