Note
This round-robin functionality is only for package versions 2.160 and above.
Before you begin
Enable the GTM trigger flag in Fullcast setting. Refer to Round-robin install/upgrade notes for more information.
Round-Robin
To assign incoming opportunities to a team of Sales Development Reps, enable round-robin distribution to make sure that your salespeople are getting equal workloads. This can be combined with any of the routing stages to optimize the allocation of work to the various teams and roles. There are two types of Round-robin functionality available.
Team-based round-robin functionality
Use team-based round-robin to select a team that has a list of participants who can share the workload in the round-robin method. Add participants to assign incoming cases in a round-robin methodology:
Go to Policies > Manage Policies by Territories.
Select a policy.
Click Participants or Territories as applicable.
From the participant dropdown, select the checkbox for each participant you want to exclude.
Optional. From the exceptions list, select the checkbox for any members you want to remove from the round-robin list.
Note
Members can also be added to the participants list manually. Only the members added manually can be deleted using the delete icon available at the end of the table against the participant name.
Points to remember for territory-based round-robin
You can select a territory only from the current plan where the policy is setup.
If the parent node has children, the child nodes will be displayed in the participants list.
You must select the role of the person the opportunity should be routed to in each territory.
Managing Round-Robin participants
After selecting participants either based on teams or territories, manage and specify certain fields to route cases to the appropriate person.
Weightage: If a person is assigned a higher value in the weightage column, they will receive more cases. The number of cases routed to a person depends on their assigned weightage. If everyone has the same value, each person receives an equal share of leads.
Skill: You can add a skill to filter cases and assign them to specific individuals. For example, you can assign French-speaking SDRs to opportunities in French-speaking countries by adding "French" as a skill.
Vacation: After saving a participant, you can manage their vacation details by clicking the manage icon next to their name.
Status: The status column indicates whether a person is active or inactive in handling cases.
Limit: If you want to set a limit on the number of cases routed to any participant, you can use the Limit column. This limit can be set on an hourly, daily, or personal basis. Once the set limit is reached for a particular person, the opportunity is routed to the next eligible person.
Additional configuration in the Round-robin stage
Additional configuration options in the Round-robin stage facilitate more filter criteria and streamline the routing process.
You can select the checkbox to skip the round-robin stage if no matching skills are found. This allows for direct progression to stage 4 - Defaults and record tagging.
To enable support from agents for round-robin routing, select the checkbox for Support Agent login for Round-robin routing.
When a large number of cases are created, you can set a maximum limit on the number of cases distributed to representatives by checking the box labeled Limit the total number of cases routed to anyone to a maximum of option.