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For more information or to begin configuration set-up, submit a Support ticket. |
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Why was Advanced Inbound Pricing created? TLD can track inbound and outbound calls and follows a 1Lead1cost process. This means that no matter how many times this Lead is contacted it can only be counted billable once. This can have a negative impact on the database as a whole since the client will want to contact that customer again to renew the policies or sell additional services and may want that call to count as billable again. This is especially useful when a different group answers the calls initially, such as a customer service representative. Configurations allow that the AIP and ACL will only credit the sale to the actual billable person and allow for manual calls before the QT to avoid Lead charges. (this must be closely monitored to ensure no fraud is being committed)
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Because a Lead can only be billed once (unless the client accepts Dupe Leads) there needs to be a more clear and accurate way of tracking billable calls. The Agent CPA relies on this info and inaccurate tracking can Lead to incorrect numbers.
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So how are billable calls determined? The standard rule is the first to answer the call (whether inbound or outbound), dispos the Lead, and meet qualification time gets credit for that first contact (if the dispo or QT time is missed the call will not count as first contact). The credit for first contact can be impacted by several things, including connection issues the agent might experience or if the ping doesn’t show that the call met the qualification time requirements.
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This is where Advanced Inbound Pricing comes into play. The system will generate the billables and agent attribution after the call is completed with no agent involvement. This will avoid browser issues and will allow for the Lead to be considered billable multiple times based on dupe rejections settings and Lead reset parameters.
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Since most vendor sources consider calls billable after xx number of days (90, 120, etc) the Advance Call Logs are configurable. Additionally, the ACL can look at the entire account, a specific subset of vendors, or just a singular vendor. Once configured the Dialer will be able to identify and process out dupes, providing the clients with evidence of the dupe in the Analyze Call section of the call logs. This will provide the client evidence of which call, who received it, and when it was received to fight any charges applied by the Vendor that shouldn’t have been.
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Advanced Inbound Pricing (AIP) Module
This section can be located under Leads - Vendor Sources and only applies to Inbound vendor sources. The pricing module can be accessed in 2 ways.
Double click to open the Vendor Source and select the Inbound tab at the top. Advance Inbound Pricing is located on the far right.
Select the Green Plus
to the right of the List ID. If there is no Green Plus then the Advanced Inbound Pricing hasn’t been enabled.
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If these sections are missing and there is no Analytics section in TLD the Pricing Module is not enabled on the clients account. |
Client Participation is Paramount.
We are not privy to the terms of the contracts that each Client has with the Vendor Sources, specifically when it comes to the Dupe Settings.
Date Active - This will always default to todays date. Activating AIP is not retroactive and only applies from the date and time it was activated on the Clients account.
DID ID - This will populate when the pricing module is opened. No need to make any edits here.
Update CRM Vendor - Will update the Vendor Source if a change is made to the AIP. This means if there is a pricing change the Vendors Inbound tab will also be updated.
Billable Settings
Billable - When set to on the calls will be tracked as billable if they meet the configured settings
Cost - The cost per Lead
Sec - Qualification time in seconds
Ignore Queue - Set to Off by default. Vendors typically do not ignore queue times when sending calls to Clients.
Default Billable Group - Put in specifically for MAH and does not require modification.
Always Bill Default Billable Group - Put in specifically for MAH and does not require modification.
CPA Settings - TBD
Dupe Settings - These are specific to the Client/Vendor contracts and should only be configured by the Client. This must ALWAYS be configured by the client
Dupes - Refers to dupe phone calls. Determines if a call can be billable if it is sent for a second time.
Days - How long for a dupe to be considered Billable again
Sec - Max dupe time in sec. Typically left blank.
Max - Max dupe count. Typically left blank.
Day of the Week - Was added for 1 specific Client and never needs to be configured
Vendors - If a client has multiple Vendor Source for a single Vendor the Vendors can be linked under Dupe settings to help determine if a call is billable. All Vendor Sources would need to be configured the same to ensure this works properly
Agent Attributes - Determines which agents actually count towards Billable calls. Only select groups to Ignore so that billables are attributed correctly.
Typically configured under TLDialer Meta prior to AIP set-up.
Pricing History - Shows all pricing changes/updates made on AIP for this Vendor.
Must have a history to confirm client has completed Dupe settings BEFORE AIP will be activated.
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 Hint: Clicking each label will provide a brief explanation of each option. |
TLDialer Advanced Pricing Reports.
From TLDialer select Pricing to see all pricing configurations at once.
This section is helpful to verify current pricing configurations and edits can be made direction from this menu
TLDialer select Cost Logs to track leads that are acquired though a bidding system.
With the new Advanced Pricing feature TLD can now support Lead Bidding which is utilized by Ringba. (a lead does not have a fixed price and typically goes to the Client willing to pay the most for the lead)
This option required a specific configuration on the Advanced Inbound Pricing. Using an Ingress, Ringba is able to post the actual cost of the lead into TLD immediately after the call is sent to the winning Client.
Once complete the Advanced Call Logs can be activated on the account. This should be completed by Tier 2 at this time.
Advanced Call Logs
While waiting for the Client to complete AIP the Advanced Call Logs will be set to Temporarily Disabled (verified under Options - Settings and clicking on the TLDialer tab). This means the Advanced Call Logs will be visible under the Analytics menu, but the only data present will be Blocked calls. Once set to Enabled the Call Logs will begin to populate with data.
While this is similar to TLDialer - Call Logs there are 2 specific differences
Advanced Call Logs currently only tracks Inbound
The Analyze Flow feature allows to see exactly what happened during the call vs the individual lines currently on the TLDialer - Call Logs
When reviewing the call flow the Pricing configurations will be visible. This shows when the pricing was configured, if there were any dupes, the QT, and other settings that were configured with AIP.
Additional tabs on the Call Flow Analysis will show any Dupes, Recordings, Other calls will show additional calls for that specific number, and other tabs used for advanced troubleshooting
If a call is billable it will be marked in Green at the top under Flow ID.
Non-billable calls will appear in Red and Pricing can be reviewed to determine QT at a glance
The ACL has 2 new filters that are available when running reports: Billable and Sale. The difficulty can be determining if the call was actually a sales call.
On the old call logs the status Sale was 100% dependent on what disposition the User chooses at the end of a call.
This means a sale could have been made, or maybe not.
Additionally, a sale could have been made but the User chose a different disposition.
On the ACL Sale is actually checked using different metrics
A sale is tracked using the Date Sold or Date Converted to determine if it was a sales call. (Pending update on what metric is actually used)