Leads are sent to pending simply because there are no scheduled or active agents configured to receive leads.
This is the hierarchy of the lead assignment waterfall:
- Lead Team
- Location Catch-all
- Final Catch-all
- >>> Pending
Here are the items you will want to check to ensure leads will not be sent to pending:
- Do you have agents that are scheduled to receive leads?
- Are your agents marked available "Yes"?
- Do your agents have fewer leads than their max lead limit?
- Is your team setup for the specific lead type in question?
When configuring a lead team, click on the summary button to see who is "next" to receive the lead. That will confirm that your team and agents are setup to receive leads.
Before you can manage a pending lead you will need to assign it. To assign a pending lead, you will want to click on the pending leads link in your dashboard's sidebar. From the pending leads page you can assign the leads and begin managing them:
