A concierge is a person who qualifies a lead before routing the lead to an agent. This process (or workflow) is called "scrubbing" a lead. The progress of the concierge workflow is shown in Lead Voyager as a "lifecycle."
When a lead is claimed from the New & Unclaimed queue, it begins the concierge workflow in the New lifecycle phase.
An attempt to reach the lead, either by sending an email or calling on the telephone, moves the lead into the Contacting phase.
The lead will stay in the Contacting phase until the lead is reached. If the result of a telephone call is "Reached", or the Mark as Reached action button is clicked, the lead moves into the Scrubbing phase.
During the scrubbing phase, the concierge is qualifying the lead and ensuring he/she is ready to begin working with an agent. Creating a Buyer, Seller, or Renter deal on the lead will move the lead into the Scrubbed phase. Click the speech bubble to choose a deal type.
Scrubbed leads are ready to be assigned and routed to an agent. Leads can be manually assigned by the concierge, or the system may have already assigned agents to the lead, as specified in the routing rules for the Lead Voyager team.
Routing a lead to the agent(s) will move the lead to the Routed phase. Note that if there are two deals on the lead, each deal must be routed before the lead will move to the Routed phase.
Concierges can click the Route to Agents action button to route to all agents on all deals with one click.
Leads are considered routed if they have been sent to the agent(s) but not yet accepted. Once the assigned agent(s) accept the lead, it is marked as Completed, and move to the concierge's archived queue.
These leads (found in the archived queue) have been successfully passed on to the assigned agent(s). The concierge workflow is now complete.
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