The Lead Success Score (LSS) is the percentage of leads that resulted in a successful outcome. It measures conversion effectiveness by comparing successful leads against total leads. Sessions where no lead was generated (Is Lead = false) and test sessions are excluded from the calculation.
LSS is calculated per customer and displayed on the Organizations page as "Lead Success Score."
LSS formula
Lead Success Score = (Lead Successes ÷ Total Leads) × 100%
Where: Total Leads = Lead Successes + Lead Failures
What counts as a "Lead Success"
A lead session is considered successful when the Agent Success code is Yes-A or Yes-B (see Agent success classification and assessment). A lead session is considered failed when the Agent Success code is No.
If a human assessor has reviewed the session and set a Human Assessment value, that value takes priority over the auto assessment. Otherwise, the auto assessment is used.
In other words:
If Human Assessment exists → success = Human Assessment is Yes-A or Yes-B
If Human Assessment does not exist → success = Auto Assessment is Yes-A or Yes-B
LSS example
Call Number | Auto Assessment | Human Assessment | Is Lead | Outcome |
1 | Yes-A | — | No | Excluded (not a lead) |
2 | Yes-A | — | Yes | Lead success |
3 | No | — | No | Excluded (not a lead) |
4 | Yes-B | — | Yes | Lead success |
5 | Yes-A | No | Yes | Lead failed (human override) |
6 | No | — | Yes | Lead failed |
7 | No | — | No | Excluded (not a lead) |
Total calls: 7
Leads: 4 (calls 2, 4, 5, 6)
Lead successes: 2 (calls 2, 4)
Lead failures: 2 (call 5 overridden to No by human; call 6 auto-assessed as No)
Not a lead: 3 (excluded)
Lead Success Score = (2 ÷ 4) × 100% = 50%
Impact of assessments
Lead outcomes are initially determined by the auto assessment system. If a human assessor reviews a session and sets a Human Assessment value, that value replaces the auto assessment for the purpose of this calculation.
For example, if a lead was auto-assessed as Yes-A but a human reviewer determines it should be No, the Lead Success Score will decrease accordingly once the override is applied. The reverse is also true — overriding a No to Yes-A or Yes-B will increase the score.