Contents:
- Overview
- Definitions
- Use Cases
- Meeting Categories
- Count-Based Pools
- Viewing Meeting Counts in a Count Based Pool
- Counts and Calibration
- Adjusting Counts with Calibration
- Adjusting with Invalid Meeting Credits
- Additional Settings
- Summary
Overview
When scheduling meetings using Round Robins in BookIt, you will often need to adjust the distribution to accommodate new team members, ensure equity across different meeting types, or issue meeting credits for reps who have invalid meetings due to cancellations or no shows. LeanData BookIt allows for Meeting Credits and Calibration giving you the ability to adjust the distribution of your pools in these scenarios.
Definitions
- Count-Based Pool - A Round Robin Pool for BookIt that distributes meetings based on whichever User has the lowest Net Meeting Count
- Meeting Category - A way of grouping different Meeting Types that should count towards a Net Meeting count in Count-Based Pools.
- Net Meetings - A number used to determine which User will receive the next meeting in a count-based Round Robin pool using a specific Meeting Category. This is calculated as: Net Meetings = Calibration + Scheduled Meetings - Credits
- Calibration - A number that Admins can edit to adjust the Net Meeting count of each User.
- Invalid Meeting - a Scheduled meeting that is either canceled or should not count because of a no show.
- Credit - The number of approved Credits each User has received through invalid meetings. Credits are consumed as Users receive scheduled meetings due to Credits. Unconsumed Credits will roll over to the next reset period. Credit requests can be automatically or manually approved.
- Reset Date - the date that manual calibration, meeting counts, and consumed credits will be reset for Count-Based Pools.
Use Cases
- Automate Crediting: Eliminate manual overhead by automatically granting a rep a credit when their meeting is cancelled or results in a no-show.
- Manage With Agility: Easily view, track, and manage meeting credits and requests all in one place. Make quick modifications to a User's Net Meetings to adjust their position in receiving the next meeting assignment in a Count-Based pool.
- Credit Meetings by Category: Improve fairness across different meeting types by crediting reps based on their meeting’s Category. For example, if a rep’s Demo Request meeting is canceled, ensure that their next meeting assignment is a Demo Request, rather than an Introductory Call.
- Ensure Success of New Team Members: When new reps join your team, calibrate their meeting counts to ensure equal distribution across pool members.
Meeting Categories
Meeting Categories allow you to group different meeting types that should count towards a user's meeting count in a Count-Based Pool.
To view your Meeting Categories, Navigate to BookIt > Meeting Categories. On this page, you will be able to see your current Meeting Categories, which meeting types are included in that Category, which BookIt products are utilizing these Meeting Categories, and how many Meetings have been scheduled in each Category since the last reset.
To Create a new Meeting Category, click the Create Meeting Category Button, then name your Meeting Category.
To assign Meeting Types to a Meeting Category, you can edit your Meeting Types by navigating to BookIt > Meeting Types > Meeting Type Management.
Click on the specific Meeting Type you would like to assign to a Category, then you can select your desired Meeting Category in the Meeting Category field.
Count-Based Pools
Creating a Count-Based Pool
Count-Based Pools will distribute meetings based on the number of Net Meetings each User in the Pool has received. You can designate a BookIt Round Robin Pool as a Count based Pool when creating the Pool in the LeanData Tab > BookIt > Round Robin > Create Round Robin Pool > Distribution Type.
Once you create the new pool, its Distribution Type cannot be changed.
Viewing Meeting Counts in a Count-Based Pool
To view the current Meeting Counts, Calibration, and Credits for a particular Count-Based Pool, open the Count-Based Pool you would like to view, and navigate to the Distribution Tab.
Here you will be able to see each member's Meeting Count for a specific Meeting Category. To switch the displayed meeting counts to a different meeting category, use the dropdown in the upper right.
The member with the smallest Net Meeting number will receive the next meeting scheduled in this pool for this particular Meeting Category. The Net meeting is the number of Scheduled Meetings a member has received since the last reset, minus any Credits they have received for Invalid Meetings (no shows, canceled meetings), plus any manual Calibration that an admin might have set.
If you would like to make any adjustments, you will have to do so from the Counts and Calibration page. You can access the Counts and Calibration for this Meeting Category for Users in this Count-Based Pool by clicking the Manage Counts and Calibration button at the top, or you can navigate to the page from the main sidebar by going to BookIt > Counts and Calibration.
Counts and Calibration
On the Counts and Calibration page, you will see your BookIt Users.
At the top of the page, you will see a carousel displaying the different Meeting Categories represented and you can quickly select a meeting category from the carousel to only display Meetings for the selected Category and instantly view the next-up User and net meetings count for each Meeting Category.
Additionally, you can filter the list of Users by BookIt Round Robin Pool, and whether Users have any Scheduled Meetings.
You will see each User's Scheduled Meeting Counts and any Credits they have received. To get more details or adjust a particular User's calibration, you can click on the User you wish to view / adjust.
Adjusting Counts with Calibration
To adjust a User's Net Meeting Count for a particular category, you can adjust their Calibration number. You might want to do this if you have a new User added to your pools and you don't want them to receive every subsequent meeting until they catch up to the other Users' Net Meeting counts.
To do this, click the row for the User you wish to edit on the Counts and Calibration page, then click the pencil icon by the particular Meeting Category you wish to adjust for this user. This will make the Calibration column editable for that row.
Increasing the Calibration number will increase a User's Net Meeting count without actually scheduling them in meetings, effectively deprioritizing their position for the next scheduled meeting(s) in that Meeting Category.
Decreasing the Calibration number will lower a User's Net Meeting count. This allows you to effectively prioritize a User's position for the next scheduled meeting(s) in that Meeting Category. You can set a negative Calibration number if needed.
Adjusting with Invalid Meeting Credits
When Users receive a scheduled meeting and the meeting is canceled or the intended prospects do not attend the meeting, Users may receive Credits for those invalid meetings, which will lower their Net Meeting count. A User can submit a request for a credit by marking the Meeting event with a status as "Canceled" or "No Show". These requests can either be auto-approved or manually approved by an admin after review. A prospect can also cancel a meeting by clicking the Cancel Meeting link in their calendar event.
Allow Reps to Manually Request Meeting Credits
You can allow a Rep to manually request meeting credits by adding a Credit Request Action to their Salesforce Page Layouts.
1. Install the needed Credit Request Flow from the Salesforce AppExchange here: https://login.salesforce.com/packaging/installPackage.apexp?p0=04tHr000001iQYg
2. After the LeanData Flows package has been installed, navigate to Salesforce Set up > Object Manager > Event > Buttons, Links, & Actions
3. Fill out the New Action information page as follows:
- Action Type: Flow
- Flow: BookIt: Request Credit
- Label: Request Credit (or your preferred label)
4. To add the action to a page layout, navigate to your Event Page Layouts > Choose Page Layout > Edit Page Layouts.
5. The Page Layout palette at the top, select Mobile & Lighting Actions and add the action that you previously created to the Salesforce Mobile & Lighting Experience Actions section on the page.
Auto-Generate Meeting Credit Requests through Event Changes
You can also set up a Salesforce Flow to automatically generate a Meeting Credit Request through some update to an Event.
1. Navigate to Salesforce Setup > Flows > New Flow > Record-Triggered Flow
2. On the Flow configuration page, set the following options:
-
- Object: Event
- Trigger: A record is updated
- Set Entry Conditions: these will be configured according to your preferences, but oftentimes it will be related to an event status such as "No show"
- Optimize the Flow for: Actions & Related Records
- Include a Run Asynchronously Path: This box needs to be checked.
3. Under the Run Asynchronously branch > Add an Action
4. In the Action configuration page, set the following options:
-
- Action: requestBookItCreditBack
- Label: Validate BookIt Events
- API Name: Validate_BookIt_Events
- Object ID: {!$Record.Id}
- Process: validate event
- Credit Back Reason: Don't Include
- Note: this action is used to validate/handle errors for credit requests
5. We will need a second action under the Run Asynchronously branch > Add Action
6. In the Action configuration page, set the following options:
- Action: requestBookItCreditBack
- Label: Request Credit
- API Name: Request_Credit
- Object ID: {!$Record.Id}
- Process: request credit
- Credit Back Reason: Include, and enter the Event field that should appear in the Reason column on the Credit Request Management Page
- Note: this action is used to request credits
Auto-Approving Meeting Requests
In order to Auto-Approve Invalid Meeting Credits, navigate to BookIt > Settings > General Tab > Credit Request Management and toggle Auto-approve Canceled Meetings and/or Auto-approve Manual Credit Requests according to your preferences. Enabling these will automatically apply a Credit when requested, without needing approval from an admin.
Manually Review and Approve Credit Requests
You may wish to manually review and approve or deny Credit Requests. To do so, first ensure that the Auto-approve options above are disabled. You can then indicate whether you would like email notifications sent to the Pool Manager, LeanData Admin(s) or both.
To review requests, navigate to BookIt > Counts and Calibration > Credit Request Management Tab. Here you can see all of your pending requests, including the relevant meeting details.
To approve or deny requests, select the pending requests, and use the Actions dropdown to approve or deny the selected requests. Once approved or denied, your request will appear in the History tab of the Credit Request Management page. Auto-approved requests will also appear on the History tab.
Once approved, the meeting Credits will reflect on the main Counts and Calibration page, and the Net Meetings count will reflect the new Credits. When a User with unused Credits receives a scheduled meeting, their number of Credits will decrease. The number of used or consumed credits will be noted as well.
Unused Credits will carry over even when Counts and Calibration are periodically reset. The number of already used Credits will reset to zero at every reset date. The date and frequency of resets can be configured on a separate page.
Please Note: If a User would have received the next meeting anyways, irrespective of Credits, that meeting assignment will not consume a Credit.
Additional Settings
Reset Date
Periodically, your Counts and Calibration for Count-Based Pools will reset and start over from zero. Your Scheduled Meeting Counts, Calibration numbers, and used Credits will all be reset to zero. However, any unused Credits will be retained.
You can define how often you would like this to happen, as well as the specific date you would like the next reset to occur.
To configure this, navigate to BookIt > Settings > General Tab > Count Based Pools, and select whether you would like a reset to happen on the 1st of every month or on a daily, weekly, or monthly basis. You can designate the next date/time you would like a reset to occur.
Distribution of Count Based Pools
In this section, you can determine how LeanData should count and distribute meetings across pools and meeting categories.
You have two options:
Distribute Meetings by Round Robin Pool and Category
- Selecting this option will count records distributed for each meeting category within each Count-Based Pool.
Distribute Meetings by Category
- Selecting this option will count meetings distributed by their meeting category across different pools, assignment types and BookIt products.
- When selecting this option you can also designate which assignment types (Round Robin Pools, Specific User assignment, or Other) and which products (BookIt for Forms, BookIt Handoff, BookIt Handoff Smart Rep, and/or BookIt Links) should count towards your meeting counts.
Auto-Calibrate Meeting Counts After Vacations
Toggle this setting on if you would like LeanData to automatically adjust a User's meeting counts to the average when they return from a Vacation. This is to ensure that they are not given an unmanageable number of meetings upon their return. The average will be calculated according to how you are counting and distributing records in the above Distribution of Count Based Pools Setting.
Summary
Meeting Credits and Calibration are a useful way to adjust the distribution of your BookIt Count-Based pools to accommodate equitable distribution, new team members and invalid meetings.
For additional assistance please submit a ticket to LeanData Support.