Manage Exceptions in Round Robin

Information:
For more information on how round-robin works with exceptions, refer to the Round Robin Functionality article.

The exception list in the round-robin can be managed using the Skip/Redo feature.

Redo List: This is a list of participants who would be assigned to Lead before the round-robin execution starts.
Skip List: This is a list of participants who would be skipped and will not be assigned to a Lead.

Information:
Participants can be added/edited in the exception list either in the Motion policy page or using a process builder in Salesforce environment.

Flow 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

You can customize how leads are routed by using an exception list. This allows you to direct specific leads to certain participants based on factors like their expertise or language skills.

Here’s how you can set up the exception 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, you can use:

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

This allows for flexible routing based on various criteria, ensuring the right leads reach the most suitable participants.

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.
Figure 2. Adding Skip and Redo Participants

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