Primary Use Case: Lead Routing & Reception Strategy

Background Overview

Leads must be distributed quickly and efficiently to the right sales representatives. Without intelligent routing, response times suffer and conversion rates decline. This primary use case describes lead routing logic, reception strategies, and SLA management to optimize lead handling.

Goals & Value

• Intelligent Dispatch: Route leads based on skills, workload, and territory.
• SLA Control: Ensure timely responses and follow-up.
• Load Balancing: Distribute work evenly across teams.
• Priority Management: Handle high-value leads first.

Participating Roles

• Sales: Receive and follow up on assigned leads.
• Sales Managers: Configure routing rules and monitor performance.
• Marketing: Provide lead quality and priority information.
• Operations: Monitor routing efficiency and SLA compliance.
• IT Team: Maintain routing systems and integrations.

Primary Scenario User Story

As a sales manager, I want to configure intelligent lead routing rules and monitor SLA compliance, so that I can ensure fast response times and improve conversion rates.

Sub-scenario Details

Sub-scenario A: Routing Rule Configuration

• Roles & Triggers: Need to set up lead routing logic.
• Main Process:
  1. Define routing criteria (territory, industry, lead score, expertise).
  2. Configure routing rules and priority settings.
  3. Set up agent capacity and availability rules.
  4. Test routing logic with sample leads.
• Success Criteria: Logical routing rules; proper configuration; tested workflows.
• Exceptions & Risk Control: Rule conflicts; edge case handling; configuration validation.
• Metric Suggestions: Rule accuracy, configuration time, testing coverage.

Sub-scenario B: Intelligent Lead Distribution

• Roles & Triggers: New leads ready for distribution.
• Main Process:
  1. Apply routing rules to incoming leads.
  2. Consider agent workload and availability.
  3. Assign leads to best-matched representatives.
  4. Send notifications and provide lead context.
• Success Criteria: Accurate routing; optimal distribution; timely notifications.
• Exceptions & Risk Control: Routing failures; agent unavailability; overload prevention.
• Metric Suggestions: Routing accuracy, distribution time, agent utilization.

Sub-scenario C: Reception & Follow-up

• Roles & Triggers: Sales representatives receive leads.
• Main Process:
  1. Notify sales of new lead assignments.
  2. Provide complete lead context and history.
  3. Track initial response and follow-up activities.
  4. Monitor SLA compliance and escalation.
• Success Criteria: Timely response; complete information; SLA compliance.
• Exceptions & Risk Control: Response delays; incomplete information; SLA violations.
• Metric Suggestions: Response time, SLA compliance rate, conversion rate.

Sub-scenario D: Performance Monitoring & Optimization

• Roles & Triggers: Need to monitor and improve routing efficiency.
• Main Process:
  1. Track key metrics (routing time, response rate, conversion).
  2. Analyze routing performance by criteria and agent.
  3. Identify bottlenecks and optimization opportunities.
  4. Adjust routing rules based on performance data.
• Success Criteria: Improved performance; efficient routing; optimized conversion.
• Exceptions & Risk Control: Metric accuracy; data completeness; optimization impact.
• Metric Suggestions: Routing efficiency, conversion improvement, optimization ROI.

Scenario-level Test Case Examples

Test Preparation: Prepare routing systems, notification tools, SLA tracking, and performance dashboards.

Test Case A-1: Intelligent Lead Assignment (Positive)

• Prerequisites: Routing rules configured for different territories.
• Steps:
  1. Lead enters with location information.
  2. System routes to territory-appropriate sales rep.
• Expected Results:
  • Lead assigned to correct territory rep.
  • Notification sent to sales rep.
  • Complete lead information provided.

Test Case B-1: SLA Monitoring & Escalation (Negative)

• Prerequisites: Sales rep has high workload.
• Steps:
  1. Lead assigned but not responded to within SLA.
  2. System monitors response time.
• Expected Results:
  • SLA violation detected and logged.
  • Escalation triggered to manager.
  • Alternative assignment or intervention initiated.

---