Hot Leads Scoring System
Intelligent prioritization system that helps collectors focus on accounts with the highest likelihood of payment, maximizing revenue per hour.
Last Updated
January 15, 2026
Product Owner
Product Team
Target Users
Collectors, Managers, Admins
Priority
P0 - Critical
Overview
The Hot Leads Scoring System is a UI-driven feature that prioritizes consumer accounts based on real-time intent signals, account value, and recency of activity. By surfacing the highest-potential accounts at the top of each collector's queue, we enable collectors to focus their efforts where they matter most.
3.5x
Expected productivity gain
+40%
Revenue per collector hour
-60%
Time finding next account
Problem Statement
Collectors waste time on low-potential accounts
Without prioritization, collectors often work accounts alphabetically or by balance, missing consumers who are actively showing intent to pay.
Hot opportunities go cold
When a consumer visits the payment portal or abandons a payment, that intent signal decays rapidly. If not acted on within minutes/hours, the opportunity is lost.
No visibility into consumer engagement
Collectors can't see which accounts have recent portal activity, email opens, or partial payments — they're working blind.
Solution
A real-time scoring system that calculates a "Hot Lead Score" for every account, combining intent signals, account value, and recency into a single prioritized queue.
Smart Work Queue
Prioritized account list showing the highest-scoring accounts first, with clear reasoning for why each account is "hot".
Metrics Dashboard
Track key performance indicators including revenue per hour, collection rate, RPC rate, and team performance comparisons.
Real-time Alerts
Instant notifications when high-value intent signals occur, like abandoned payments or portal visits.
One-Click Actions
Quick action buttons for call, text, and email directly from the queue, minimizing clicks to contact.
Scoring System
Core Formula
Score range: 0–150+ (uncapped for exceptional signals)
Intent Score (0-100)
Base component| Signal | Points | Description |
|---|---|---|
| Abandoned Payment | +25 | Started payment flow but didn't complete |
| Viewed Payment Plans | +20 | Explored payment plan options |
| Portal Visit | +15 | Logged in and viewed account |
| Partial Payment | +20 | Made a payment but balance remains |
| Promise to Pay (PTP) | +15 | Made a verbal or written commitment |
| Email Opened | +5 | Engaged with outbound communication |
| SMS Link Click | +10 | Clicked link in text message |
| Inbound Call | +20 | Consumer initiated contact |
Value Multiplier
0.1x – 1.5xAdditional modifiers: Account age (newer = higher), Client priority tier
Recency Modifier
0.1x – 1.5xSignals decay over time — act fast on hot leads!
Score Thresholds
75+
Critical
50-74
High
25-49
Warm
10-24
Standard
0-9
Cold
Key Metrics to Track
| Metric | Definition | Calculation | Tier |
|---|---|---|---|
| Revenue per Collector Hour | Total collected ÷ hours worked | SUM(payments) / SUM(hours) | Tier 1 |
| Collection Rate | Amount collected ÷ total assigned | collected / assigned × 100 | Tier 1 |
| Right-Party Contact Rate | % of calls reaching debtor | reached / attempts × 100 | Tier 2 |
| Promises Kept Rate | % of promises fulfilled | kept / total_promises × 100 | Tier 2 |
| Attempts per Payment | Calls needed to secure payment | attempts / payments | Tier 3 |
| Queue Adherence | % following recommended priority | followed / actions × 100 | Tier 3 |
User Personas
Collector
Front-line user working accounts daily
Primary view: Work Queue
Key need: "Which account should I work next?"
Goal: Maximize payments per shift
Manager
Supervises team of 5-15 collectors
Primary view: Team Dashboard
Key need: "How is my team performing?"
Goal: Coach underperformers, reward top performers
Agency Admin
Oversees entire collection operation
Primary view: Agency Dashboard
Key need: "Are we meeting client targets?"
Goal: Maximize agency profitability
UI Components
Work Queue Components
- Queue Card - Account with score, balance, actions
- Score Ring - Visual score indicator
- Priority Badge - HOT / HIGH / WARM labels
- Why Hot Panel - Explains scoring rationale
- Activity Timeline - Recent consumer actions
- Quick Actions - Call/Text/Email buttons
- Progress Bar - Daily goal tracking
Dashboard Components
- KPI Card - Metric with trend indicator
- Trend Chart - Time series visualization
- Leaderboard - Ranked collector list
- Team Comparison - Performance bars
- Promises Pipeline - PTP tracking
- Date Range Picker - Filter controls
- Export Button - CSV/PDF download
View Mockups
Acceptance Criteria
Work Queue
- Display prioritized list of accounts sorted by score
- Show priority score with visual indicator (ring)
- Display "Why Hot" explanation for top accounts
- Quick action buttons (Call, Text, Email) functional
- Daily progress bar with goal tracking
- Real-time alerts for new hot leads
Metrics Dashboard
- Display 4 primary KPI cards with current values
- Show trend indicators (up/down with %)
- Render trend chart for selected metric
- Support date range filtering (7d, 30d, 90d, custom)
- Collector leaderboard with top 10
- Export functionality (CSV)
Success Metrics
| Metric | Target | How to Measure |
|---|---|---|
| Dashboard Adoption | 80% of users view weekly | Page view analytics |
| Queue Adherence | 70% follow top 10 recommendations | Compare worked accounts to queue order |
| Time to Insight | <5 min to find insights | Session analytics |
| Export Usage | 20+ exports per month | Feature usage tracking |
| Revenue per Hour Lift | +25% within 90 days | Compare pre/post implementation |