Getting leads outside the hub
Ask customer's name and Check the lead type:
Note: Partner will not receive Exclusive lead outside the hub
Ops Dashboard > Customer Request > Providers/Fanouts > Wave Type
1. If the lead type is normal or super lead then inform the partner they will receive these leads outside of the hub due to demand and it will not affect their metrics (AR & SD ), as only Exclusive leads are considered for AR and SD calculations.
2. If the lead type is exclusive: Check the cx location and match from the partner hub through the hub map:
In Cx req ID , we can check from which hub this lead was created and match that hub with the partner's current hub.
Customer Request > Customer Location Partner Hub > Hub Map
If an Exclusive lead is outside the hub then it must be a re-booking request, wherein a cx who took service in the past from the partner has specifically chosen the pro for the service. We can check the same in req ID if Cx has selected this partner as the preferred pro.
If the partner has received Exclusive lead outside the hub we need to check if hub of pro is changed recently.
If the partner has received an Exclusive lead outside the hub and its not from a re-booking cx then raise it on slack and tag kartik.
Hindi Version
Lead ke type ko check kare:-
Ops Dashboard > Customer Request > Providers/Fanouts > Wave Type
1. Agar lead type normal ya super lead hai- tab aap partner ko bata denge ki is tarike ki leads unhe bahar ki milengi, par agar wo nahi bhi uthate to unke performance par kisi bhi prakar ki pareshani nahi aayegi.
2. Agar lead type Exclusive hai to
Customer ka location check kare booking par or fir partner ka hub dono ek hi hone chahiye.
Customer Request > Customer Location Partner Hub > Hub Map
Agar Exclusive lead, hub ke baahar ki hai to wo Rebooking Request ho sakti hai, jiska matlab is customer ne pehle isi professional se service le rakhi hai or us service par 5 star rate kiya hai. Rebooking request ki jankari hume customer request id par hi milegi.
If the partner has received Exclusive lead outside the hub we need to check if hub of pro is changed recently.
If the partner has received an Exclusive lead outside the hub and its not from a re-booking cx then raise a bug on slack.
Recap:
Check the Wave Type - Partner will not receive Exclusive lead outside the hub.
Only Normal Leads are notified to the partners from a different hub.
Logic behind sending Normal Leads outside the Hub - We need to fulfil the Cx request, if none of the partners pick the lead from the same hub then system fans out the lead to a different hubs, so that If any partner is near to Cx location or wants to deliver the lead then they can pick and deliver the request.
Normal Leads & Super Leads are never counted in any of partners metrics such as, Low acceptance & Low Delivery. These metrics are judged only on the basis exclusive leads which are always from the tagged hub.
Please find the updated hub maps from below
https://docs.google.com/spreadsheets/d/15de0JfLL2Su5V090SUyWmZl_B76akEvOiuVICpCP1m4/edit#gid=0
Relevant Tagging>>
2.1_profile-_demand_lead_issues>> getting leads outside the hub