Manage exceptions in round robin

Use the skip and redo feature to manage the exception list in the round-robin.

Note
Refer to the Round robin functionality for more information on how round-robin works with exceptions. Participants can be added or edited in the exception list either in the Motion policy page or using a flow in Salesforce environment.

Redo List: A list of participants who are assigned to a lead before the round robin execution starts.
Skip List: A list of participants who are skipped and not assigned to a lead.

Flow builder setup for managing exceptions in round robin

Round-Robin Setup

Apex class: Push round robin exception

The below parameters need to be passed to the flow to manage the exception list.

Parameters	Value	Requirement	Default value
recordId	One of the following: Account ID Lead ID Opportunity ID Case ID Contact ID	Required	n/a
UserId or participant	One of the following: User ID Participant ID	n/a	n/a
Tag	Tag value	Required if user ID is passed	n/a
Skill	Skill value	Not required	(Required if you want to add a skill based participant.)
LIFO or FIFO	One of the following: LIFO: If you want participant to add at end of exception list FIFO: If you want participant to add at the first of exception list	Not required	FIFO
Skip or redo	One of the following: Skip: Adds participant to skip list. Redo: Adds participant to redo list.	Not required	skip
Tag operator	Default or wildcard	Not required	Default

Exceptions list

Use the exception list to customize how leads are routed. Direct specific leads to certain participants based on factors like their expertise or language skills and ensures the right leads reach the most suitable participants.

To set up the exceptions list:

Identify the routing queue: Determine the specific queue you want to apply the exceptions to.
Add participants: Add the participants who should receive special routing.

To define the exceptions, use:

UserId: Directly specify the participant’s ID.
Tag: Use tags to categorize leads (French-speaking, availability).
TagOperator: Define how tags should be used for routing (AND to require multiple tags, OR to allow any of the listed tags).

Manage exception list from the motion policy

Once you have provided the exception list, round robin will allot participants considering this exception list.

Under the round robin section, click Manage Exceptions, a screen with skip and redo tabs display.
Click add (+) to add the participant to the list on the corresponding tab.