This section outlines how moderators can use the Lead Management Dashboard alongside the Lead Management Tool to stay on top of lead activity and performance, manage follow up efficiently, and meet responsiveness goals. It also addresses common questions we anticipate awardees may have.
My dashboard says that I have a certain amount of overdue Leads. How do I identify which Leads are overdue?
The "Total Leads Overdue" metric at the top of the Lead Management Dashboard shows the number of overdue Leads associated with your Hub. However, this is a summary only and does not list which Leads are overdue.
To find the specific Leads, scroll down on your Startup Space homepage past the Lead Management Dashboard and locate the Lead Management Tool. Within the tool, both Leads from Forms and Leads from Referrals will display a red "Overdue" badge next to the Lead’s name if they are currently overdue.
Please note that the Forms and Referrals sections only show a maximum of five Leads at a time. If you see five listed, click "View full survey list" under the Leads Through Form section or "View full Referral list" under the Leads Through Referrals section to access the complete list. There, you can view all Leads from each source, along with any that are marked as overdue.
How do I get the "Overdue Leads" count to return to zero?
To reduce your Overdue Leads count, you will need to take action on each overdue Lead so that it is no longer in a pending status.
Once you have identified an overdue Lead:
- If you found it in the Lead Management Tool on the homepage, hover over the Lead and click the blue “View Submission” button.
- If you found it in the full list view, click the “Actions” button and select “Details”.
From there, you can take one of several actions: Accept, Decline, Refer, or Contact. For more information about each action, you can review the guide here.
Once an action is taken, the Lead status will update accordingly, and the Overdue badge will be removed. Continue working through all overdue Leads. When there are no more remaining, refresh your dashboard and the Total Leads Overdue count will update to zero.
How do I get my Hub's "Average Pending Time" to be closer to the target (48 hours)?
You can find the Average Hours Spent in Pending metric at the bottom left of the expanded Lead Management Dashboard. This number represents the average amount of time Leads have remained in the pending stage, including those that have since moved into another status. It is intended to help evaluate response time and overall engagement efficiency.
To bring this number closer to the 48 hour target, moderators should focus on taking timely action on new Leads as soon as they come in. You will receive a notification each time a new Lead is submitted to your Hub, so be sure to check those alerts and respond promptly.
Use the Accept, Decline, Contact, or Refer options in the Lead Management Tool to move Leads out of the pending stage. Leads that remain pending too long will display a red Overdue badge. Acting on Leads quickly and consistently will help lower your average pending time and support strong, timely client engagement.
How much of my Hub's Lead Management performance data is visible to CalOSBA?
CalOSBA has full visibility into all Lead Management data submitted through the Startup Space platform, including your Hub’s Lead activity, response times, overdue Leads, and advising outcomes.
Using the Leads Dashboard, CalOSBA monitors key metrics across all Hubs such as total Leads received, status distribution, average pending time, and time to receive business advising, with the ability to compare performance across all Awardee Hubs through additional reports and visualizations.
Based on these insights, CalOSBA or CAMEO may reach out directly to individual Awardee Hubs if they notice that service level expectations are not being met or if they have questions or concerns about Lead Management activity.