Login to your account on www.Zillow.com from your desktop or laptop. From the Agent Hub drop down menu, select Profile., select Team from the navigation bar, then select Agent capacity & lead routing in the dropdown.
Routing page
All the team members on your profile, both public and private, are listed on the Routing page. You can also search for an agent in the search bar, which filters the table down to rows that match the search string.
By default, the table is sorted alphabetically A-Z by agent’s first name. You can sort the table by either the Agents or Paused column. The column header in blue with the single sort arrow identifies which column the table is currently sorted by.
You can filter the list of agents by program, letting you view only Flex agents, for example, or Zillow Offers agents along with Flex agents.
For a team member who hasn’t been added to a program, you can still set them up to receive direct calls and profile leads. Their Lead type dropdown includes both Direct calls and Profile leads as options.
Pause a team member
You can pause a team member by toggling the Paused switch on. This pauses all leads that would have otherwise been routed to them.
Add a team member to Flex program
Team members can be in multiple programs but must be added to one program at a time.
- Click the three vertical dots under the Actions column.
- Select Add to Flex
- Add at least one ZIP code
- Select at least one lead type
- Select above or below a specific price, within a range, or do not route leads by price and press next
- Enter new connections per month
- Review and save
Once you add a team member to Flex, they are listed on the Agent capacity page along with the number of new connections per month you’ve suggested they receive.
Add a team member to Paid Ads program
Team members can be in multiple programs but must be added to one program at a time. Few partners have some Paid Ads outside of their Flex program.
- Click the three vertical dots under the Actions column.
- Select Paid Ads
- Add at least one ZIP code
- Select at least one lead type
- Review and save
Edit a team member’s zips
Click on their zip codes. In the modal that appears, you can add or remove zips. You can even remove all the zips at once by clicking “Clear all.” However, at least one zip must be present before pressing “Save.”
Routing by Price
A price rule applies to all the Flex leads an agent is eligible to receive based on the agent’s lead type and zips. When you are adding a team member to Flex, you can choose to route leads above or below a specific price point or within a price range. This step is optional and comes after you select the team member’s lead types and before you enter their capacity.
1. Make a selection, enter the price values, press Next.
2. In the Actions menu next to the agent’s name, select “Route by price (Flex only).”
a. Only team members in the Flex program will have this option.
3. Choose to route leads above or below a specific price point or within a price range.
4. After making your selection and entering the price values, press Save.
More Routing
Fallback agents receive the Flex leads that can’t be routed to any other agent. If a fallback agent isn’t added, those leads will go to the team leader.
Setting Up Fallback Agents
- Select More Routing
- Type agent name
- Select add
- Select save
Remove a team member from a program
Click the three dots for this team member under the Actions column. Select “Remove from [program name].” In the confirmation modal that appears, press “Yes, remove.”
Edit a team member’s lead types
Each team member’s Lead types dropdown shows the number of lead types you have opted for them to receive. To edit the lead types, click the dropdown and update the selected options.
Agent capacity page
By default, the table is sorted alphabetically A-Z by agent’s first name. You can sort by either column. The column header in blue with the single sort arrow identifies which column the table is currently sorted by.
You can also search for an agent in the search bar, which filters the table down to rows that match the search string.
The Agent capacity team snapshot lists your Flex team members and their key performance metrics. It displays the # of New connections per month you’ve suggested they can take on and how many connections they’ve successfully claimed over the last 30 days. You can also see how many of their contacts need updating and their all time conversion rate.
The Agent capacity team member drill down allows you to make informed decisions and take action from the same page. Click on the arrow to the left of the individual agents name to gain better visibility into agent performance.
In addition to the number of updates due, the top section includes a link to view the specific contacts that need updating. The agent’s CSAT score as well as their fallback and pause status are listed and editable from this page, allowing you to take immediate action if needed.
The key metrics section provides a breakdown of leads within the agent’s pipeline and will default to all time. Connections is the number of successful connections the agent claimed within the selected timeframe. The mid-funnel metrics will populate with the number of connections that have been updated to ‘appointment set’, ‘met with customer’, ‘submitting offers’ and ‘under contract/sale closed’.
If an agent forgets to update a contact to ‘appointment set’ prior to meeting with the lead, they can update the contact to ‘met with customer’ afterwards and still receive credit for both statuses.
Reporting metrics, with the exception of updates due, run on a 24 hour delay.
Edit agent capacity value
- Click on the number.
- In the inline field that appears, change the input to the new number.
- Click anywhere outside the input field to save.
Flex performance
Rankings and agent performance can be found within the Flex performance tab. By default, the timeframe is set to all time. Updating the timeframe will update both the rankings section and agent performance table. Here you’ll see your top performers stack ranked based on their met with rate, offer rate, and conversion rate.
The agent performance table is sorted alphabetically A-Z by agent’s first name. You can sort the agent performance table by the listed columns - Cxns, appointment, met with, offer, conversion, and rejected rate. The column header in blue with the single sort arrow identifies which column the table is currently sorted by.
You can also search for an agent in the search bar, which filters the table down to rows that match the search string.
Performance metrics measure the rate at which agents move Flex connections into particular contact statuses. To get the most accurate picture of agent performance, ensure your team updates their contact statuses regularly.
FAQs
1. Unlike Routing Rules, this feature does not let me configure an assignment method (e.g., team member by percentage). How will leads be routed?
The lead type determines the assignment method. There are now only two assigned methods:
Broadcast (phone): Zillow randomly chooses up to 10 of your selected agents, then calls them all at once. The first agent to answer gets assigned the lead.
Round robin (ZIllow Premier Agent inbox): Your selected agents take turns getting lead assignments one by one.
Note: Leads that can’t be assigned to an agent will be automatically assigned to you.
2. What are the different lead types I can route to a team member?
Adding or removing programs in the Action column determines the lead types that can be routed to an agent.
Phone connections (broadcast): Buyers that Zillow connects to an agent in real time.
Available for agents you add to Flex or Paid Advertising.
Tour connections (broadcast): Requested to tour a specific property, either virtually or in person. Zillow connects them to an agent in real time.
Available for agents you add to Flex or Paid Advertising.
Nurture leads (round robin): May not be ready to speak to an agent.
Available for agents you add to Flex or Paid Advertising.
Selected leads (round robin): Specifically chose your team to contact via the “Contact Agent” form on a property page.
Direct calls (broadcast): Called your team directly using the number listed on your Zillow profile. If no one answers within 30 seconds, it gets assigned randomly to one of the selected agents.
Available for all agents on your team.
Profile leads (round robin): Reached out using the “Contact Us” form on your Zillow profile.
Available for all agents on your team.
3. Is there anything in place that would prevent me from routing Flex leads to a team member who did not already complete the Flex onboarding process?
You would not be able to route Flex leads to a team member who has not already completed onboarding.
4. Why can I add a team member to Flex and MBP?
We need to accommodate the routing preferences of teams that will be onboarded to this feature. At least one 2.0 Growth Partner has MBP spend outside of their Flex MSA and has team members in routing rules for both Flex and MBP zips.
ZG policy prohibits select partners from routing Flex and MBP leads to the same team member. Similarly, ZG policy does not allow select partners to routing Flex leads to a team member if said team member has their own MBP spend.
5. How can I set up Flex fallback agents?
Note: this is an optional setting.
On the Routing page, click the “More routing” button in the upper-right hand corner of the Routing page. In the modal that appears, add or remove a fallback agent. (Only team members who were added to the Flex program in the LD tool can be selected as fallback agents.)
6. When are new Flex leads routed to fallback agents?
For a given zip code, there are a few scenarios:
- No agents have been added
- All agents are paused
- Team lead removed all agents from the zip, but ZG still needs to remove the zip from the team’s Flex campaign.
Additionally, remnant leads will be routed to fallback agents.
Where there is more than one fallback agent, Flex connections get assigned by broadcast, nurture leads by round robin.
7. I have a team member that I want to only receive direct calls and/or profile leads, do I have to add them to a program to do this?
You do not have to add a team member to a program to enable them to receive direct calls and/or profile leads. If they are already on your profile, find them in the agent table on the Routing page, open their Lead type dropdown, and select either Direct calls, Profile leads, or both.
8. Is there an alert if a Flex-only team tries to add a team member to the Paid ads program if the team does not have paid ads?
There is no alert. We are gathering requirements for work to make this feature smarter about each team.
Knowing whether a team has MBP spend, which zips they spend in, and which of their zips are Flex would let us customize the experience. For example, if a team has no MBP spend, we could potentially disable the ability to add a team member to Paid Advertising. But for now, if a team lead were to add a team member to Paid Advertising, this setting would be the equivalent of creating a routing rule for zips the team doesn’t spend in: it would be an unused setting since no incoming leads would match the criteria.
9. If I’m a team in MBP only (once this feature is live for ALL teams), will I have an Agent capacity page?
When we make this feature available to MBP-only teams, we do not plan to give them access to the Workloads page in its current form. However, since our overall goal is to increase conversion of all ZG leads, not just Flex leads, by optimizing lead allocation and routing based on agent capacity, we’ll explore ways to help non-Flex teams manage their capacity in the coming quarters.
10. How can I route Coming Soon Listings to my team members?
Add the team member to the “Paid Ads” program (even if they work Flex leads) and select “Selected leads” as one of their lead types. The team’s Coming Soon Listing leads will be delivered round robin among the team members who are set up to receive selected leads.
Note: For Coming Soon Listing leads, routing takes team member zip code settings into account. So a team member will not receive Coming Soon Listing leads outside of their zips.
11. Is there a max number of ZIP codes that I can enter for a team member?
No.
12. When a partner updates the connections number on the Agent Capacity page, how does this affect their connection targets?
For a partner in a hybrid market, changes to an agent’s Connections number are factored into connection target updates on a rolling basis. As soon as ZG changes their target, the partner should expect to pace towards the new target for every 30-day period thereafter.
For an ATL and PHX growth partner, updates to an agent’s connections number are for the next calendar month.