If a member of your team was assigned multiple records in a row, here are a few things to check.
Make sure to check the following items if you notice that multiple records were unexpectedly assigned to a single agent in succession
- HubSpot Settings: In HubSpot, under Settings > Data Management > Contacts > Setup, do you have "Assign company owner to contact by default" checked? When this box is checked multiple contacts from a single company will be assigned to a user in HubSpot.
- HubSpot Workflows: Do you have any HubSpot workflows that are configured in a way that would assign a record to an owner that would interfere with Distributely?
- Time off: If any of your Distributely agents have time off, then they will be skipped in the rotation while they are unavailable which can cause other agents to be assigned more leads than normal.
- Schedules: If any of your Distributely agents have a weekly schedule, then they will be skipped in the rotation while they are unavailable which can cause other agents to be assigned more leads than normal.
- Capping: If any of your Distributely agents have a cap, then they will be skipped in the rotation while they are unavailable (when they are above their cap) which can cause other agents to be assigned more leads than normal.
- Agent status in a team: If the Active checkbox next to an Agent's name is not checked within a team they are associated with, then they will be skipped in the rotation which can cause other agents to be assigned more leads than normal.
- Changes to routing rules: If you are using a weighted round robin, are any reps weighted significantly lower?
- Changes to team rules: If you add or remove someone from a team, then the sequence in which records are assigned to owners will change. This can cause agents to be assigned multiple leads in succession.
- Changes to weighting: If you are using a weighted round robin and you change the weighting percentage within a team, then the sequence in which records are assigned to owners will also change. This can cause agents to be assigned multiple leads in succession.
- Changes to team members: If you add or remove someone from a team using a weighted round robin, that will change the weighting within that team and therefore the sequence that records are assigned to owners will also change. This can cause agents to be assigned multiple leads in succession.