Lead supplier sees a timeout response from LeadConduit

From time to time a lead supplier, partner, or source system that sends leads to LeadConduit may report that leads are timing out, i.e., not receiving a “success” or “failure” response.

Look at leads to see what’s happening

To understand what is happening, ask your source to identify the name, email or phone number of a lead for which they received a timeout value; you’ll want to look this value up in the search bar in LeadConduit at the top right. When viewing the lead, at top right you’ll see the total response time. In this lead, it’s 4.56 seconds, which is unusually long.

Identify where processing time is being spent

Along the left of this lead display, you’ll see the steps executed in processing, and as you click on each step you’ll see the processing time. Here’s an example of a step that took a long time, 2.5 seconds, to process. By identifying a step with such a long time to process, you might identify a latency in the time it takes a system external to ActiveProspect to respond.

How to avoid timeouts

It’s possible that the lead vendor simply isn’t waiting long enough; butut timeouts may signal an opportunity to improve your lead processes. Specifically, you can:

• Reach out to the admins of any system that is taking a long time to respond, to look into why the processing is high
• Reach out to the lead source/partner or the admin of the system who sends in these leads to LeadConduit, asking them to set their timeout to allow for the time needed to process their leads. It’s to their benefit to prevent a resend and a mischaracterization of the success of their leads.

How long should my source system wait for a response?

In general, the lead source should set the timeout longer than the average lead processing time, adding a little more for peak times of Internet activity.

To figure out how long the source should wait for a lead, i.e., how long to set their timeout, first go to your flow’s dashboard and look for the overall average processing time of leads.

1. Log into LeadConduit
2. Click into the flow into which the source is sending their leads, either from the Flows list or from the Home dashboard
3. Note the lead processing time, which appears in the top right; this tells you the average processing time for this flow overall. This value will of course be higher for more complex flows with many steps; and the mid-mornings of weekdays tend to introduce Internet and processing latency, making the value higher than this number, on average, for that period.

4. Keeping this in mind, sample some successful leads during the midday.

• Log in during peak times and click into Lead->Lead Events.
• From the filters, pick the flow you want to monitor and an outcome of Success.
• The rightmost column in the display will show the Duration, or lead processing time. Note the longer times in the column.

5. Generally, you’ll want to recommend that a vendor sets a timeout that is higher than the values seen in #3 and #4.

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