Lead Reassignment

The Lead Reassignment system (ReassignFollowupCallsBO.cs) ensures that no lead falls through the cracks when a telecaller becomes unavailable. It provides automated overdue detection, manager-initiated reassignment, and bulk operations for leave management and terminations.

Reassignment Triggers

Overdue Detection System

The system continuously monitors scheduled follow-up calls to identify overdue leads.

Overdue Criteria

A lead is flagged as "overdue for reassignment" when:

Scheduled Follow-up Date Passed: The CB (Call Back) or scheduled follow-up date is in the past
No Follow-up Action: The assigned TC has not updated the lead status in the defined window
Window Duration: Default 24 hours past scheduled date, configurable per TeleLeader

SELECT LeadId, StaffId, ScheduledDate, LastUpdate
FROM FollowupCalls
WHERE ScheduledDate < DATEADD(HOUR, -24, GETDATE())
    AND LastUpdate < DATEADD(HOUR, -24, GETDATE())
    AND StaffId IS NOT NULL
    AND Status IN ('CB', 'WBD', 'CP')

Overdue Detection Flowchart

Manager-Initiated Reassignment

TeleLeaders (team managers) can manually reassign leads between their managed telecallers.

Reassignment Process

Authorization via TeleLeaderManager Cache

The system uses a 15-minute cached lookup to validate reassignment authorization:

TeleLeaderManager Cache:
├─ Key: TeleLeaderId
├─ Value: Set of ManagedStaffIds
├─ TTL: 15 minutes
└─ Refresh: On login or explicit refresh

Validation Logic:
When TL reassigns lead to TC:
├─ Lookup: TeleLeaderManager[TL_Id] → Set of managed staff
├─ Check: Is TC in managed set?
├─ Result: Allow if YES, Reject if NO
└─ Log: Authorization decision

Cache Refresh Triggers:

On TeleLeader login
When team membership changes
Every 15 minutes (automatic)
Manual refresh option in UI

Bulk Reassignment Operations

When a telecaller goes on leave or is terminated, all their active leads must be reassigned to maintain continuity.

Bulk Reassignment Scenarios

Bulk Reassignment Process

When a TC goes on leave or is terminated:

BULK REASSIGNMENT WORKFLOW:

1. Identify Affected Leads:
   SELECT * FROM FollowupCalls
   WHERE StaffId = @tcId AND Status IN ('CB', 'CP', 'WBD')

2. Calculate Reassignment Pool:
   ├─ Get all TCs in same TeleLeader's team
   ├─ Exclude: On leave, terminated, inactive
   ├─ Exclude: At capacity (max leads per TC)
   └─ Sort by: Current load (ascending)

3. Distribute Leads:
   ├─ Balance across available TCs
   ├─ Prefer geographic proximity (if tracked)
   ├─ Prefer domain expertise (if available)
   └─ Last resort: Round-robin assignment

4. Log Reassignment:
   INSERT INTO ReassignmentLog (
       OldStaffId, NewStaffId, LeadId,
       TeleLeaderId, ReasonCode, Timestamp
   )
   WHERE ReasonCode = 'Leave' or 'Termination'

5. Notify New Assignees:
   FOR EACH assigned TC:
       SEND Notification: "[X] leads reassigned due to [Reason]"

6. Mark for Follow-up:
   FOR EACH reassigned lead:
       CREATE Reminder: "Follow-up due [scheduled_date]"

Data Models & Logging

FollowupCalls Table

Column	Type	Purpose
FollowupCallId	INT PK	Primary key
LeadId	INT FK	References Lead
StaffId	INT FK	Current assigned TC
ScheduledDate	DATETIME	When follow-up is due
LastUpdate	DATETIME	Last status change
Status	VARCHAR(50)	Lead status code
WindowHours	INT	Hours before considered overdue
OriginalStaffId	INT	Original assigning TC

ReassignmentLog Table

Column	Type	Purpose
ReassignmentLogId	INT PK	Primary key
LeadId	INT FK	Lead being reassigned
StaffId_From	INT FK	Previous TC
StaffId_To	INT FK	New TC
TeleLeaderId	INT FK	Manager who authorized
ReasonCode	VARCHAR(50)	'Manual', 'Overdue', 'Leave', 'Termination'
ReasonDetails	NVARCHAR(MAX)	Additional context
ReassignedDate	DATETIME	When reassignment occurred
Approved	BIT	Manual approvals only

Business Rules

Authorization Required: Only TeleLeaders can reassign their managed TCs' leads
Team Boundary: A TeleLeader cannot reassign to TCs outside their team (cached authorization prevents this)
Bulk Consistency: All leads from a departing TC are reassigned within the same transaction
Preservation of History: Original assigning TC is logged in FollowupCalls.OriginalStaffId
Overdue Window: Configurable per TeleLeader, default 24 hours past scheduled date
Cache Validity: Authorization is cached for 15 minutes; membership changes require manual refresh
Audit Trail: All reassignments are logged with reason, timestamp, and authorizer ID

Reassignment Decision Flowchart

Performance Considerations

Overdue Detection: Runs every 4 hours via scheduled job
Cache Efficiency: 15-minute TTL reduces database hits for TeleLeaderManager lookups
Bulk Operations: Processed in batches of 100 leads per transaction for stability
Index Strategy: Indexes on (StaffId, ScheduledDate, Status) optimize overdue queries
Notification Queue: Async notifications prevent UI blocking during bulk reassignments

Monitoring & Alerts

Overdue Queue Size: Alert if > 50 leads pending reassignment per team
Reassignment Lag: Track time from overdue detection to reassignment
Authorization Failures: Log and review denied reassignments
Cache Refresh Failures: Alert if TeleLeaderManager cache cannot refresh

Lead Status Lifecycle Auto-Caller Pipeline