Use routing rules to decide how matching records should be assigned to the agents within your team.
Routing rules allow you to control how objects are assigned to members of a given team through Round Robin, Weighted Round Robin or Capacity-Based Weighted Round Robin- Round Robin - distributes objects across active team members equally
- From the Team Detail page, in the ROUTING RULES card select "Round Robin" under the Rotation Type drown select
- Click the checkbox under the ‘Active’ column next to the team members that should be assigned ownership of objects within the team
- Weighted Round Robin - distributes objects across active team members based on their corresponding weight
- From the Team Detail page, in the ‘ROUTING RULES’ card select ‘Weighted Round Robin’ under the ‘Rotation Type’ drown select
- Click the checkbox under the ‘Active’ column next to the team members that should be assigned ownership of objects within the team.
- Click and slide the weighting toggle to the desired value.
- The ‘Weight’ value corresponds to the percentage of objects that a given ‘Active’ team member will receive. For example, if there are 3 Active team members with weight values of 10, 30 and 60, then the first person will be assigned ownership of 10% of the objects distributed to the team, the second person will be assigned 30% and the third person will be assigned 60%. Learn more about how weighted round-robin works.
- The weight values of Active team members must add up to 100
NOTE objects will NOT be assigned to team members if the checkbox next to their name under the ‘Active’ column is not selected.