Routing - How to Set up User Schedules

Contents:

• Overview
• Roles
• Designating Pool Managers
• Setting Up User Schedules
• Working Hours
• Vacations
• Holidays
• Respecting User Schedules in Round Robin Pools
• Assigning Schedules
• Pausing Users
• Managing a User's Schedule

Overview

Schedules can be used in LeanData to indicate a User's availability to receive records as a member of a Round Robin Pool, ensuring that Users will only receive records when they are available to work on them.

Roles

LeanData Admin - A LeanData Admin is a User who has the LeanData Custom Objects Full Access Permission Set. A LeanData Admin will be able to access and configure all purchased components of LeanData including creating new round robin pools, accessing and editing all existing round robin pools, creating and editing all User schedules, and assigning Pool Managers. 

Pool Manager - A Pool Manager is a User that can edit the pools where they are listed as Pool Manager, and configure Schedules for the Users in their pools. Unless a Pool Manager is also a LeanData Admin, they will be unable to configure other aspects of LeanData. A LeanData Admin can designate Pool Manager(s) for a round robin pool. A Pool Manager does not necessarily have to be a member of the pool itself.

Pool Member - A Pool Member is simply a User who has been added to a round robin pool. Unless a Pool Member is also a LeanData Admin or a Pool Manager, they will only be able to configure their own Vacation Settings.

Designating Pool Managers

To designate a User as a Pool Manager, you will need to have the LeanData Custom Objects Full Access Permission Set. 

1. Navigate to Routing → Round Robin → Pools and select the Pool for which you would like to designate a Pool Manager.

2. Once you have selected a Pool, on the right side of the Pool page, use the dropdown in the Pool Manager(s) section to select the User(s) you would like to designate as the Pool Manager for this pool.

3. Once you hit the Save Pool button in the upper right corner of the page, your selected User(s) will be Pool Manager(s) for this pool. You do not have to assign any additional Permission Sets.

Setting Up User Schedules

Working Hours

To create a set of Working Hours, navigate to People → Settings → Schedules.

On the Schedules page, under the Working Hours Tab, click on the Create Working Hours button.

You will be taken to a page where you can create a set of working hours which you can later assign to specific Users.

1. Name: You will name your set of Working Hours here.
2. Timezone: You will select the Timezone for these working hours from a dropdown. Additionally, LeanData can simply use whichever timezone has been given to a User on their Salesforce User record. Check the Use User Timezone box for this option.
   • Note: if you use this option, please check the User's Salesforce record to ensure they have the correct time zone assigned to them.
3. Daily Hours: You will configure the working hours for each day of the week. You can use hours and minutes to set your working hours.

4. Additional Hours: you can create multiple, discrete blocks of working hours each day.
5. Users: After you have assigned this set Working Hours, you can click on the Users tab to see which Users have been assigned this set of Working Hours.
6. Set as Default Working Hours: If you check this box, all New Users and Queues will receive this set of Working Hours until changed.

Note: Any set of Working Hours you create will be available for both Routing and BookIt.

Importing/Exporting Working Hours

LeanData supports importing and exporting working hours via a text file containing the settings. You can build working hours in a dev/sandbox environment and move them to your production environment by export and import.

To Export Working Hours:

1. If needed, open LeanData.
2. Click on People > Settings > Schedules.
3. Select the Pools to Export.
4. Click Export to save a .txt file with the Schedules.

To Import Working Hours:

1. If needed, open LeanData.
2. Click on People > Settings > Schedules.
3. Click Import.
4. Locate the file with the scheduling information.
5. Select the file and click Open.

Vacations

If you would like to schedule vacations for Users, navigate to the People → Settings → Schedules → Vacations page. On The Vacations tab, you will see a list of all the Users with Vacations already scheduled. 

Clicking on a User’s row will show you a dropdown with all the Vacations associated with them. Clicking on the User’s name will take you to their User Page in the LeanData People section.

To schedule another vacation, click on the Schedule Vacations button.

On the Schedule Vacations page, you click on the Add Vacation button, and you will see a row appear that allows you select a User, name the specific vacation, then set the time of the vacation.

Note: Please ensure the User's time zone is correctly assigned in their Salesforce User Record

After hitting Save Vacations in the upper right hand corner, these Vacations will be scheduled for these Users.

Holidays

You can create and assign Holiday Sets by navigating to the People → Settings → Schedules → Holiday Sets page.

The Holiday Sets tab will show you all of the Holiday Sets you have already created.

To create a new Holiday Set, click on the Create Holiday Set button.

On the Holiday Sets page, you can name your Holiday Set and add an optional description, then add the individual Holidays that make up that Holiday Set by clicking the Create Holiday button and defining the Holiday Start and End Date/Times. LeanData will consider these dates in relation to the time zone assigned to the User in Salesforce.

If you need to make edits or delete a Holiday, you can hover over the Holiday you wish to edit or delete.

When you are finished, you can click on the Save Holiday Set button in the upper right corner.

Clicking on the Users Tab will take you to a page that shows you all the Users that are currently assigned this Holiday Set, if any.

Importing/Exporting Holiday Sets

LeanData supports importing and exporting holiday sets via a text file containing the settings. You can build holiday sets in a dev/sandbox environment and move them to your production environment by export and import.

To Export Holiday Sets:

1. If needed, open LeanData.
2. Click on People > Settings > Schedules.
3. Select the Pools to Export.
4. Click Export to save a .txt file with the Schedules.

To Import Holiday Sets:

1. If needed, open LeanData.
2. Click on People > Settings > Schedules > Holiday Sets.
3. Click Import.
4. Locate the file with the scheduling information.
5. Select the file and click Open.

Respecting User Schedules in Round Robin Pools

After setting a User’s Schedule, you can set a Round Robin Pool to respect their schedule by checking the box to Respect User Schedule in their Pool Settings. By default, this box will not be checked and newly created pools will route to pool members 24/7, regardless of their schedule. This can be configured by selecting the desired pool in Routing → Round Robin → Pools.

Assigning Schedules

The People Section will allow you to assign schedules to the Users. Navigate to People → Users to get to the Users Page.

On this page, you will see all the Users and queues in your round robin pools. LeanData Admins will be able to manage all Users. Pool Managers who are not also LeanData Admins will only be able to manage the Users in the pools they manage.

You can set Working Hours and Holiday Sets in bulk by selecting the Users you wish to configure, then clicking Actions, then Set Schedules. 

After selecting the Working Hours and Holiday Sets you wish to apply to the selected Users, click the Apply Schedules button.

Clicking into any individual User will take you to a page where you can see and configure pool membership or the schedule assigned to that specific User.

The General tab will show you the User’s Name and their SFDC ID.

Pausing Users

After selecting the desired Users, you can pause their availability by selecting Actions, then Pause User, and then select the period to pause them for. Options include:

• Indefinitely
• 30, 60, 90 minutes
• Custom Duration

Pausing for a Custom Duration

When you select Custom from the Pause Routing, you will see a pop-up window to configure the customer duration.

Managing a User's Schedule

To manage the elements of a User’s Schedule (Working Hours, Vacations, Holiday Sets), click on the Schedule Tab.

This will take you to a page where you can individually assign a User’s Working Hours, Vacations, & Holiday Sets.

Working Hours

By clicking into the Working Hours Tab, you will see the current set of weekly Working Hours applied to this User for the product(s) they have access to.  If a User is used for both Routing and for BookIt, you will see two cards that display their working hours for each. You can assign a different set of working hours via the dropdowns on this page. 

Custom User Working Hours

From this User page, a User can create a set of Working hours that will only be applied to that specific User. To access this, click on the Working Hours dropdown and select Custom Working Hours.

You will be taken to a page where you can configure User-specific working hours that will only be applied to this specific User. You will not be able to rename this Custom Working Hours set and other Users will not be able to use them. However, they can be saved as a Template for others to create a new set of Working Hours.

BookIt Working Hours

If you would like the Working Hours used in BookIt to be the same as the Working Hours used in Routing for this User, you can select the Use Routing Working Hours box in the upper right of the BookIt Working Hours card. Otherwise, select the working hours you would like to use for BookIt using the dropdown on the card.

When you are finished with your edits, click on the Save User button in the upper right.

Vacations

By clicking into the Vacation Tab, you will see a list of the current and past vacations assigned to this User. 

Hovering over a currently scheduled Vacation will allow you to edit or delete that Vacation.

To schedule another Vacation for this User, click the Add Vacation button.

When you are finished with your edits, click on the Save User button in the upper right.

Holiday Sets

By clicking into the Holidays Tab, you will see the current Holiday Set applied to this User. You can assign a different Holiday Set via the dropdown on this page. 

When you are finished with your edits, click on the Save User button in the upper right.

For additional questions, please open a ticket with LeanData Support.