Lead Scoring & SLA
Intellicon CRM provides two powerful mechanisms to help you prioritize and manage leads effectively: Lead Scoring ranks leads by quality, and SLA (Service Level Agreement) rules ensure timely follow-up.
Lead Scoring Overview
Lead scoring assigns a numerical score to each lead based on how well it matches your ideal customer profile and engagement criteria. Higher-scoring leads are more likely to convert and should receive priority attention.
How Scores Are Calculated
Scores are calculated using rules configured by your administrator. Each rule evaluates a specific condition and adds or subtracts points:
| Rule Component | Example |
|---|---|
| Field | Industry |
| Condition | equals "Technology" |
| Points | +15 |
| Rule Component | Example |
|---|---|
| Field | Company Size |
| Condition | greater than 100 |
| Points | +10 |
| Rule Component | Example |
|---|---|
| Field | Source |
| Condition | equals "Cold Call" |
| Points | -5 |
Rules are evaluated whenever a lead is created or updated. The total score is the sum of all matching rule point values.
Lead scoring rules are configured by administrators under Admin > Lead Settings > Scoring. If you believe a scoring rule needs adjustment, discuss it with your admin.
Viewing Your Lead Score
The lead's score is visible in several places:
- Lead detail page — a score badge in the header area
- Kanban cards — score displayed on each card (if configured)
- List view — score column in the data table
- Dashboards — scoring-related widgets
Score Breakdown
On the lead detail page, you can view a score breakdown that lists:
- Each scoring rule that matched the lead
- The points contributed by each rule (positive or negative)
- The total accumulated score
This transparency helps you understand why a lead has a particular score and what changes might improve it.
When working a lead, review the score breakdown to understand what makes it valuable. If a high-scoring lead has specific characteristics (like a large budget or a decision-maker title), tailor your approach accordingly.
SLA Overview
SLA (Service Level Agreement) rules define time limits for responding to and acting on leads. They ensure that no lead sits unattended for too long, which is critical for maintaining prospect engagement.
Common SLA rules:
- First contact deadline — the lead must receive initial outreach within X hours of creation
- Follow-up deadline — after initial contact, follow-up must occur within Y hours
- Stage dwell time — a lead should not stay in a single stage longer than Z days
SLA Indicators
Leads display color-coded SLA status indicators throughout the platform:
| Color | Status | Meaning |
|---|---|---|
| Green | On Track | Plenty of time remaining before the SLA deadline |
| Yellow | Warning | Approaching the SLA deadline — take action soon |
| Red | Breached | The SLA deadline has passed — requires immediate attention |
SLA indicators appear on:
- Lead detail page
- Kanban cards
- List view rows
- Dashboard widgets
SLA Breach Notifications
When a lead's SLA is approaching breach or has been breached, the system can send automated notifications:
- Warning notification — sent when the SLA is nearing its deadline (configurable threshold)
- Breach notification — sent immediately when the SLA deadline passes
- Escalation — breached leads can be escalated to managers automatically
Notifications are sent via the channels configured in your Notification Preferences — in-app, email, SMS, or browser push.
SLA breaches may be tracked in reports and affect performance metrics. Respond to SLA warning notifications promptly to avoid breaches.