Agent CPA

Owned by Coreen Stalnaker
Last updated: Aug 01, 2024
9 min read

Currently there are 2 versions of the Agent CPA. The original Agent CPA located under TLDialer and the newer version, Inbound Agent CPA, located under the Explore section.

TLDialer Agent CPA

The Agent CPA report is one of the most complicated reports within TLD. It’s the only part of TLD that uses TLDialer and CRM data simultaneously. In fact it pulls data from 14 different tables within TLD.

The TLDialer Agent CPA will not remember any filters that were previously created after you leave the page.

This report will eventually be phased out and all functions will transition to the Explore Inbound Agent CPA. No ETA on completion at this time.

Why does this report pull from 14 different tables:

In order to gather all the necessary information into one place, the Agent CPA pulls from many different sources. Because of this certain filters will not change the data shown on the report. (Filtering by TLDialer User Groups will not impact the columns for sales or policies, however if you filter by TLD User Groups the data in the columns will change)

The Agent CPA only contains info by Agent. Can not be grouped in any other format.

Why are there 2 different CPA reports?

  • When TLD was first created the industry was on Leads Based cost tracking

    • Vendor would send a lead and this is the first contact with them. This is where old price tracking come into effect.

      • Lead Based Cost Tracking = On the first contact the Lead hits QT - the Lead is billable

      • This is viewable at the bottom of the Contract tab on all Leads.

      • Billable = Cost > $0

      • Not all agents may appear on the report if there is no data to track.

  • The industry has now shifted to Call Based Cost Tracking

    • Works better for the Vendors and is harder to track

    • Calls are the work the Fronters are doing and getting paid for so it makes sense in today business model

      • The Advanced Call Log and the Advanced CPA reports were created to meet this new business models

Why is the Agent CPA report still valid?

Columns

Because the Agent CPA report pulls from so many different places there are a ton of different columns that can be added to the report. The purpose for each column can be confusing which is why there is a key available specifically for this report with an explanation of all the different metrics measured on the Agent CPA report.

By clicking the Question Mark next to the search field the Reports Help: Agent CPA Legend will open explaining what each of the individual metrics measure.

This is extremely helpful since many of these columns are used to track very specific measures, such as Key Performance Indicators and Work Time vs Idle Time.

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Allow Requalification

For Lead Based Cost Tracking, if lead was unqualified and vendor sends it again, this feature will allow for requalification. This means that if the call originally wasn’t billable (missed QT) the cost can be updated to show that the call was now billable. Normally this doesn’t happen unless this option is set.

If Requalification Days are set this shows the number of days after lead creation where a lead can still be requalified (billable). Must have requalification on.

Remember: the data will update based on the tables it is pulling from. Filtering by TLDialer User Groups will not impact sales and policies where as filtering by TLD User Groups will.

Inbound Agent CPA

There are 3 parts to the new CPA reports

  1. Advanced Inbound Pricing Module

    1. Must be activated on ALL IB Vendor Sources for AIP to be activated.

  2. Advanced Call Logs

  3. Advanced CPA Report.

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.

  1. Double click to open the Vendor Source and select the Inbound tab at the top. Advance Inbound Pricing is located on the far right.

  1. 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.

Configuration of Advanced Inbound Pricing can not be completed by Tier 1 Support

Our Tier 1 team is not privy to the terms of the contracts that each Client has with the Vendor Sources, specifically when it comes to the Dupe Settings.

  1. 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.

  2. DID ID - This will populate when the pricing module is opened. No need to make any edits here.

  3. 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.

  1. Billable Settings

    1. Billable - When set to on the calls will be tracked as billable if they meet the configured settings

    2. Cost - The cost per Lead

    3. Sec - Qualification time in seconds

    4. Ignore Queue - Set to Off by default. Vendors typically do not ignore queue times when sending calls to Clients.

    5. Default Billable Group - Put in specifically for MAH and does not require modification.

    6. Always Bill Default Billable Group - Put in specifically for MAH and does not require modification.

  2. CPA Settings - TBD

  3. 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

    1. Dupes - Refers to dupe phone calls. Determines if a call can be billable if it is sent for a second time.

    2. Days - How long for a dupe to be considered Billable again

    3. Sec - Max dupe time in sec. Typically left blank.

    4. Max - Max dupe count. Typically left blank.

    5. Day of the Week - Never needs to be configured unless there are specific terms of a Vendor contract that address this

    6. Vendors - If there are 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

  4. Agent Attributes - Determines which agents actually count towards Billable calls. Only select groups to Ignore so that billables are attributed correctly.

    1. Typically configured under TLDialer Meta prior to AIP set-up.

  5. Pricing History - Shows all pricing changes/updates made on AIP for this Vendor.

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 Advanced Inbound Pricing to be configured the Advanced Call Logs will be set to Temporarily Disabled. 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)

 

Advanced CPA Reports

Now that the Advanced Inbound Pricing and the Advanced Call Logs are configured the Advanced CPA reports will begin populating data.

The CPA reports are broken unto 6 different reports.

  • 4 Inbound

  • 2 Outbound

    • The Outbound reports are currently non-functional since calculating this data is much more complicated.

 

 

The 2 most common reports are the Agent CPA and Vendor CPA reports.

  • Agent CPA differs from the TLDialer CPA report

    • Inbound data only

    • Call based call tracking vs lead based tracking

    • The most accurate way to track billable calls

Vendor CPA works will at tracking Billables but no so well for Sales

  • It is important to note that not every sale has to happen on a Vendor call.

  • The Dev team is currently looking into ways to attribute sales to the Vendor

  • Inbound Agency CPA is the CPA data broken down into subagencies

    • This is a way for the subagencies to track CPA without access to all account data

 

 

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