Reassigning leads to a group is beneficial when distributing via round-robin or first-to-claim. There are various reasons why you may want to reassign a lead to a group. These include the distribution of incoming leads by an ISA or team admin, notifying agents about stagnant leads that have not been engaged with recently, individually reassigning the leads of an agent who is departing from the team, and evenly distributing imported leads among team members.

Note: Leads cannot be reassigned to a group via mass actions. 

How it Works

Reassign Individual Leads

1. Navigate to the desired Lead Profile

2. Within the Details section, hover your mouse over Agent > Edit

3. Choose the Group 

4. Click the Green Checkmark to save the changes 

5. On the timeline, the reassignment is documented

Note: Leads reassigned to a Round Robin group will go to the next person in line and display as shown directly above. Leads assigned to a First to Claim group will display a timer showing how many minutes remain before the lead is assigned to the default First to Claim agent (as shown in the video towards the top of this page).

What happens with tasks?

When you reassign a person, tasks created by action plans also get reassigned if they were originally assigned to the same user as the person. This is done so that tasks created for the assigned agent are transferred to the new agent so they can do those tasks.

Manually created tasks and action plan tasks that were assigned to a different user, for example, ISA, don't get reassigned automatically. You can reassign them manually by clicking on the task and changing the assigned agent.