Understanding and Managing the 'Up for Grabs' Process in DriveCentric
The 'Up for Grabs' process in DriveCentric is a key feature that ensures leads are efficiently managed and reassigned when necessary. This article explains how the process works, common issues, and actionable steps to manage it effectively.
Overview of the 'Up for Grabs' Process
Leads in DriveCentric can become 'Up for Grabs' under specific conditions, such as when the initially assigned user does not take action within a defined time frame. This process ensures that leads are not left unattended and are available for other team members to claim.
Key Scenarios:
Clock In Distribution Conflicts: If no users are clocked in when a lead is received, the lead will go Global Up For Grabs.
Work Schedule Conflicts: Leads arriving outside users' scheduled hours are placed Global Up For Grabs.
Rotate Rules: Leads can be reassigned if no action is taken within a set time (e.g., 10 minutes).
Configuring Lead Distribution
Round Robin Lead Distribution
Round Robin is a common method for assigning leads. However, misconfigurations can result in leads going 'Up for Grabs.'
Common Issues:
Missing Work Schedules: If users in the distribution group lack work schedules, leads cannot be assigned and go Global Up For Grabs.
Clocked-In Status: Leads are only assigned to users who are clocked in. If no one is clocked in, the lead is placed Global Up For Grabs.
Solutions:
Ensure all users in the Round Robin pool have accurate work schedules covering lead arrival times.
Verify that users are clocked in during their scheduled hours.
All users are clocked out of the system overnight, ensure there is a separate distribution for Business Hours and After Hours.
Business Rules Setup and Modification
Business rules govern how leads are distributed and reassigned. Proper configuration is essential to prevent issues.
Key Steps:
Set Rotate Rules: Define the time frame for reassignment (e.g., 10 minutes).
Configure Distribution Groups: Assign eligible users to specific groups for lead visibility and claiming.
Adjust Task Rules: Ensure tasks are assigned to the salesperson who grabs the deal.
Managing 'Up for Grabs' Rotated Leads
To view details of 'Up for Grabs' leads from a Rotate:
Navigate to Business Rules → Deal Activities → Rotated to see all reassigned leads.
Preventing Unnecessary Reassignments
Deactivate Unnecessary Rules: For example, deactivate the BDC assign rule if it causes leads to go 'Up for Grabs.'
Set Valid Rotate Intervals: Avoid setting rotate rules to 0 minutes, as this can cause continuous reassignment.
Related Topics
By following these guidelines, you can effectively manage the 'Up for Grabs' process in DriveCentric, ensuring leads are handled efficiently and assigned appropriately.