Advanced Routing Configuration
Articles
Adjust Capacity during Bulk Transactions
The ‘Adjust Capacity during Bulk Transactions’ setting determines whether user load should be recalculated during bulk transactions, or only afterwards. This article dives deeper into its use...
Pause Assignment
Temporarily pause the assignment of records by one or more Match Groups with the Pause Assignment feature. Use Pause Assignment to temporarily pause the assignment of records by one or more Match...
MatchGroups: Priority and Overflow
In MatchGroups, you can set a Priority, and enable Overflow. How do these options work, how do they differ from each other, and how do they cooperate? When configuring your MatchGroups, you can set...
Overflow Records to the Next MatchGroup
Use Overflow Logic to manage cases where all Assignees of a MatchGroup are unavailable or at capacity. Overflow Logic will automatically move records to the next suitable MatchGroup, ensuring...
Skill-based Routing
Route records to those Assignees that are best equipped to handle them, by assigning based on their particular user skills. Record the specific skills of your users, and route records to them based...
Operational Mode: Plugin
Although the regular Plauti Assign Match Rules and Assignee Rules are quite extensive, sometimes you might need more options. In that case you can define your own match and assign logic with an...
Operational Mode: Distance
Assign records based on location instead of in a round-robin fashion, with operational mode "Distance”. When latitude and longitude of records and assignees are filled in, a record will be assigned...
More About QUEUED Records
If all Assignees of a Match Group are unavailable, queue new records until an Assignee is available again to get records assigned. Assignees can be unavailable for a number of reasons: they might...
Capacity Models
Organizations often want to cap assignment of records based on a custom definition of user 'capacity', (or the inverse, load). This might be the number of new leads already assigned to that user,...
Distribution Ratio and Record Capping
Plauti Assign gives you the flexibility to cap leads for a specific agent, or even alter the ratio of leads distributed amongst a team (assignment weighting). Capping leads and setting the lead...
Operational Mode: Load Balanced
The default assignment mode for Plauti Assign is Round Robin, but some organizations would rather load balance their assignments across their team. So instead of dutifully rotating records around a...
Assign to Custom User Lookup Field(s)
Sometimes you might have records that have multiple 'owners' that look after different aspects of the record. For instance, there might be a Technical Specialist on an Opportunity in addition to...
Assign According to UK Postcode Areas
UK post codes are arbitrarily complex and if you want to distribute records to reps by territory, often using the whole post code leads to clumsy MatchRules with thousands of post codes. Here we...
Advanced: Reassign Idle Records
For most orgs it is imperative that leads and cases are responded to asap. To ensure the best chance of rapid responses, you can configure the system to reassign records if they have been left...
Segmenting and Assigning Cases Created by Email-To-Case
If your organization has Email-To-Case set up, you may wish to route these cases to specific groups of support agents. We take advantage of the ability to set the Case Origin or Priority in the...
Segment Leads, Cases or any record by Record Type
It is common for companies to use multiple record types on an object and then wish to assign records to different groups based on the Record Type. Here we look at an easy way of enabling...
Assign to a Queue if SuperRoundRobin doesn't assign the record
We always recommend making sure a lead or case is assigned to a human being and not a queue, because queues are where records languish and nobody takes ownership, leading to poor service. Sometimes...
Match Existing Records
Efficient sales ops will ensure that leads go to the most relevant person. Sometimes leads will come in from a company that we already have an Account or Lead for. In these circumstances round...
Advanced: Multi Stage Sales Processes
Sophisticated sales organisations often use different teams with skills relevant to the lead stage. For instance, fresh leads might go to a screening team who contact the prospect and enter...