You can use the escalation functionality in the assignment block after a certain time if a lead is not followed up as per the defined time frame and escalation condition.
Note: One day is calculated as 24 hours. (If you select Days from Escalate leads then the day will be calculated as 24 hours. But if you select Hours/ minutes and not days then the escalation will be on the basis of hours/ minutes only).
Case I: When a Lead comes during working hours
For example, if a lead comes on Wednesday at 03:00 PM and the escalation time is set as 10 hrs. then the system will calculate time as hours only. Assuming working hours as 10:00 - 06:00, the lead will escalate on Thursday at 05:00 PM.
But if escalate time is selected in Days for example 01 day and 10 hours then, the lead will get escalated on Friday 05:00 PM because the system will calculate one day from Wednesday 03:00 PM to Thursday 03:00 PM and the remaining 10 hours will be adjusted from the regular working hours.
Case II: When a Lead comes during non-working hours
For example, if a lead comes on Wednesday at 08:00 PM and the escalation time is set as 10 hrs. then the system will calculate the time of 10 hours from the next day's working hours only. Assuming working hours as 10:00 - 06:00, the lead will escalate on Friday at 12:00 noon.
But if escalate time is selected in Days for example 01 day and 10 hours then, the lead will get escalated on Monday at 12:00 noon because the system will calculate one day from Thursday 10:00 AM to Friday 10:00 AM and the remaining 10 hours will be adjusted from the regular working hours and Saturday Sunday being weekend off the lead will get escalated on Monday 12:00 noon.
***Escalation of lead happens after the given time frame if certain conditions are met if the owner of lead has not changed the status.
If a sales rep does not take any action on a lead within the escalation condition set, then the lead application will hold for that particular period that is set up by you, and then it will get reassigned.
*** If you do not select exclude working hours option then the system will calculate hours, and days without any exclusions (holidays, off working hours, and weekends)
Follow these three steps for the escalation router to work.
1. Setup Escalation period during routing
In the assignment block select "Escalate Leads" during the assignment. Escalation timeframe could be anywhere between 15 min to 30 days. Once the "Escalate Lead" has been enabled, the lead will be re-evaluated after the selected timeframe.
2. Setup Escalation Condition
Setup the Escalation Condition under the Lead Routing > Escalation Condition. Use this smart filter to select the leads marked for escalation based on the desired condition. For example, of all the leads marked for escalation, you may want to act only on the leads still "unread" by the owner or leads still in "open" status.
3. Setup Escalation Router
Create an Escalation Router by navigating to Lead Routing -> Escalation Router. The setup for the escalation router is identically similar to the standard router, with a couple of additional configurations.
1. Under the Detail page, select an Escalation Condition and click on the check mark to save the selection
2. Default Lead Owner: Select the name of the Sales Rep whom you want to define as the Default owner of the Lead. If by any chance the lead does not fulfill any assignment condition of the selected lead router then this lead will be assigned to the Default owner.
3. Data Value Update: In case a lead is assigned to an active Default Lead Owner, a data value update option is given to update any attribute of the lead which will reflect on the CRM lead detail.
A single attribute can be selected to update a particular field in the CRM. Select an attribute from the drop-down list.
4. All the leads currently qualified and waiting for the escalation router are listed in the "Queue" tab. Leads can be removed from the queue manually if needed.
Only one escalation router can be Active at a time. All the qualified leads are passed through the escalation router only once after the escalation timestamp has passed.