Manage Exceptions in Round Robin
(To know how round-robin with exceptions work click on the link)
Exception list in the round-robin feature can be managed using the Skip/Redo feature.
- Redo List -- List of Participants who would be assigned to Lead before the Round Robin Execution Starts.
- Skip List -- List of Participants who would be skipped and will not be assigned to a Lead.
Participants can be added/edited in the exception list either in the Motion policy page or using a process builder in Salesforce environment.
Process builder setup for managing exceptions in Round-robin
Apex Class:- Push RR Exception
The below parameters need to be passed to the process builder to manage the exception list.
| Parameters | Value | Required/Not | Default Value |
| recordId |
Account Id/Lead Id/Opportunity Id/ Case Id /Contact Id |
Mandatory | |
| UserId/Participant | We should pass either a UserId/Participant Id |
|
|
| Tag | Tag Value |
Mandatory if we pass User Id |
|
| Skill | Skill Value |
Not Mandatory | It is required if we want to add a Skill Based Participant. |
| LIFO/FIFO |
LIFO → If we want participant to add at end of Exception list FIFO → If we want participant to add at the first of Exception List |
Not Mandatory |
Default Value is FIFO |
| Skip/Redo |
Skip → Adds participant to Skip List Redo --. Adds participant to Redo List |
Not Mandatory | Default Value is Skip |
| Tag Operator |
Default/WildCard |
Not Mandatory | Default |
| inputVal8 |
Out of Scope |
For Future Use | For Future Use |
Note
Routing Queue can be identified and and participants could be added to the exception list
- Using the UserId, Tag, TagOperator
- Participant Id can be directly passed.
Managing Exception list from the Motion Policy
- Under the Round Robin Section when you click on Manage Exceptions, a screen with Skip and Redo tabs pops up.
You can add the participant list by clicking the + icon available in the screen.
Once you have provided the exception list, round robin will allot participants considering this exception list.