Affinity is used on campaigns if you would like to keep a customer record with the same agent for a certain period. This is a setting that can be set in days or forever. Affinity links will be created if a disposition that denotes affinity is selected. Once an affinity link is established, it can be removed by admin via the Affinity Dashboard or if the Marketing Exclusion Days set has elapsed.
Agent Affinity
When the user opens the Affinity Dashboard, it is an index of all employees, with a count of their "active assigned" and "inactive assigned" leads. Here, you can filter by the following.
Team
User
User Role
Within the table, you will see the following:
Team
Name
Active Enrollees: These are the customers with an affinity link at the campaign customer level (in a specific campaign).
Reassigning at the enrollee level means that only affinity for that campaign will be reassigned. If the customer is enrolled in multiple campaigns, two or more agents could have affinity with this customer.
The same customer could appear twice in this list if they are in more than one campaign, once for each enrollment.
Active Leads
Leads
Longest Wait
Assigned Customers
Active: These are the number of customers with an affinity link assigned at the customer level. They have an active enrollment in one or more campaigns.
Reassigning at the active customers level will reassign affinity across all campaigns for this customer.
If the customer is enrolled in multiple campaigns, reassigning at the active customer level will reassign their affinity for all of the campaigns.
If affinity marketing exclusion is set to 3 days, and an attempt is not made in 3 days, these will be released to other agents because they are active.
Idle: These are the number of customers with an affinity link assigned at the customer level who do not have an active enrollment in one or more campaigns.
Marketing exclusion will not release these leads that do not have an active enrollment. Once a customer moves to Active, then the clock will restart and leads will be assigned if agents are not keeping up with their leads.
If affinity marketing exclusion is set to 3 days, and an attempt is not made in 3 days, these will not be released to other agents because they do not have an active enrollment.
All: These are the number of customers with an affinity link assigned at the customer level, regardless of their enrollment status.