Routing - Round Robin Overview

Contents

• Overview
• Accessing Round Robin Pools
• Pools
• Pool Navigation
• Searching and Filtering for Pools
• Creating Pools
• Adding Pool Members
• Adding Members Manually
• Conditional Pool Membership
• Bulk Syncing Conditional Pools
• Adding Members to Multiple Pools
• Weighted Distribution
• Capping
• Pool Managers
• Adding Pool Managers to Multiple Pools
• Exporting and Importing Pools
• Round Robin Credit
• Round Robin Metrics
• Users
• Schedules
• Pause & Resume Round Robin Routing to Users
• Pausing Routing to Users & Queues
• Resume Round Robin Routing to Users & Queues
• Access
• Troubleshooting
• Audit Logs
• Round Robin History Logging

Overview

LeanData has the ability to create Round Robin pools to distribute Leads, Contacts, Accounts, Opportunities, or Cases to a group of Users or queues. Round Robin is a common method of assigning records because it streamlines and automates the process of distributing records to reps. This guide will break down the functionality of using the Round Robins and how to properly create, manage, and make changes to Round Robin Pools.

Accessing Round Robin Pools

You can access the LeanData Round Robin features by clicking into the LeanData tab, clicking the Routing drop-down section, and then clicking the Round Robin drop down, then Pools.

Pools

Pool Navigation

The Pools page includes an overview of the information about each Pool. You have options for importing/exporting pools, bulk actions, searching for specific pools, copying a pool, deleting a pool, and filtering the display of your pools by Object Type, Pool Type, Business Unit (For customers with Multi-Graph enabled) and if the Pool is Live.

Searching and Filtering for Pools

There are several settings to control the display of pools and for searching for specific pools.

Search Field

Use the Search field to enter text to search by Pool Name, or Pool Members and Pool Managers by Name.

Usage

Use this to search for pools by how the pool is being used: Draft, Live, Scheduled, Live & Scheduled.

Object

Use this to search for pools by the Object they are created for. You will see all the objects that you have pools for.

Pool Type

Use this to search by Pool Type, either All, API, or Standard.

Business Unit

Use this option to Display Pools that are Single or Multigraph (if you use it).

Display

Use this option to Display Pools that are Live or currently being used in an active router Graph. This is helpful when trying to find only pools in use.

Only Display Conditional Pools

Use this option to display Pools that utilize Conditional Membership. 

The Pools page includes an overview of the information about each Pool. You have options for importing/exporting pools, searching for specific pools, copying a pool, deleting a pool, and filtering the display of your pools by Object Type and Pool Type.

For each Pool listed you will see the following:

• Pool Name - The name you have given to the Pool
• Business Unit - Single Graph or the name of the Business Unit if Multigraph is enabled.
• Members - The number of members in the Pool. A C icon will appear if a Pool has members added using conditions.
• 24/7- Whether this Pool will distribute records at all times or whether it will respect User Schedules.
• Capping - What type of Capping the Pool uses, if any.
• Pool Manager - Name of a Pool Manager of the Pool and how many additional Pool Managers.
• Usage - Whether the Pool is referenced in an Active graph or a Scheduled Graph.
• Modified Date - The date the Pool was last modified
• Actions - The Actions menu for each Pool gives you the ability to copy the selected Pool or view the Pool Metrics.

Creating Pools

If you’d like to create a new pool, you can click on the Create Round Robin Pool button. After clicking the button, you’ll be taken to a screen that prompts you to give a Pool Name, designate  whether the Pool Type is for Standard Routing, API (rare), or for use within a Business Unit if you have Multi-graph enabled. If you select Business Unit, you will be able to select the desired Business Unit in the next dropdown. 

Next select the Object Type that this pool will be used for, and whether you would like the Pool to respect it's members' Routing Schedule and which components of their schedule the Pool should respect.

Lastly, if you wish, designate Pool Manager(s) if you desire. For more information on Pool Managers, see the Pool Managers section below.

Adding Pool Members

Once you have saved the Pool information, you can click on the Members tab to choose which Users will be included within the Pool. As you add Users, the weighting will automatically adjust for equal distribution but this can be adjusted manually by enabling the Weighting Distribution option. 

To add Users to a pool, click on the Add Members button and you will be taken to a window that allows you to add Users. 

There are two options to add Users: Manual or Conditional. 

Adding Members Manually

To add members manually, ensure you are on the Manual tab.

From this screen you will be able to easily drag and drop Users into the selected pool. Filters can be applied such as including inactive Users as well as Users that are already in a pool.

To reorder your Pool members, hover over the member you wish to move and drag the drag bar on the left side of the selected member. 

To remove a Pool member, hover over the member you wish to remove and click the X on the right side of the selected member. 

The Next icon determines who will receive the next record assigned using this round robin pool, if available. If you would like to change the next up User, you can do so by clicking the Select 'Next Up' button when you are done with your other edits.

This will take you to a screen where you select which User you would like to be the next User to receive a record, if they are available.

Conditional Pool Membership

To add members dynamically using conditions, ensure you are on the Conditional tab and you have enabled Conditional Membership.  

After enabling Conditional Membership, you can utilize a SOQL query to define conditions for which Users should be added to this Pool. Queues are not supported for Conditional Membership.

Conditions can be added by directly adding  SOQL conditions if you are comfortable with the queries by selecting Switch to Free Form.

Otherwise, you can use the Edit Conditions button to access the SOQL Builder interface which allows you to use dropdowns and operators to form your SOQL queries. After you finish building your SOQL query, click the Apply Conditions button to apply the conditions to your SOQL.

To update the membership of the Pool with your updated conditions, click Sync Membership.

Users who were previously added according to your conditions would be removed if they no longer meet the conditions. 

Members who were manually added prior to enabling conditional membership will remain in the pool regardless of conditions and will be regarded as manual members.

Please Note: Users will only be added or removed from Pools when you initiate a sync of the Conditional Pool Membership. As Users are updated or added in Salesforce, they will not automatically be added or removed without you initiating a sync.

 

Bulk Syncing Conditional Pools

If you would like to Sync Membership for multiple pools, navigate to LeanData > Round Robin > Pools and select the Pools that you would like to sync. 

After selecting your Pools select Bulk Actions > Conditional Pools > Sync Membership and LeanData will update the Pool Membership for these pools based on your conditions.

Scheduled Syncing Conditional Pools

If you would to automatically Sync Membership your pools at a specified recurring time, you can set a Conditional Pools Sync Schedule.

Navigate to LeanData > Round Robin > Conditional Pool Settings and set the frequency at which you would like LeanData to sync your Conditional pools. You can select either Daily, Weekly, or Monthly, and also select the specific day and time you would like the sync to occur.

Note: The Time Zone will reflect the Time Zone of your LeanData Integration User.

After setting your Scheduled Sync Frequency, you can also designate who should receive an Email Notification when these syncs occur. You can either select Pool Managers and/or LeanData Admins, meaning any User with the LeanData Custom Objects Full Access Permission Set.

Once you have set your desired Sync Schedule, you must designate which Conditional Pools will be synced at your set schedule.

Navigate into the Pool you wish to sync on a schedule, and within the Edit Members section, check the box under the Scheduled Sync section on the left.

You can also designate multiple pools to utilize Scheduled Sync. On the main Round Robin Pools page, select the Pools to which you want to apply Scheduled Sync.

Under Bulk Actions, select Conditional Pools, then select Enable Scheduled Sync. After confirming, any Conditional Pools you selected will be synced according to its conditions, at the schedule that you specified.

Adding Members to Multiple Pools

Within the Round Robin > Pools section you can add members to multiple pools. Once you have selected which Pools you would like to modify, under Bulk Actions, click  “Edit Pool Members” which will then bring up a window allowing you to make changes.

From here, you will be able to view all the pools that were selected in the previous window. Simply select the desired Users from the list on the left and click the Add Users to Selected Pools button when ready to add the Users to the selected Pools.

 

Weighted Distribution

By default, everyone in the Round Robin pool has an equal chance at being assigned a Lead. Using Weighted Distribution will give you the ability to change the chances of being assigned Leads in the Pool. 

Example: Mary is the administrator for LeanData at OnPoint. The sales team has just added Ari as an intern for the summer. The Sales Manager only wants to give Ari a few Leads to work with. Mary turns on weighted Distribution and sets Ari to receive a small amount of the Leads that are routed to the Pool.

When you select Weighted Distribution, you will see a percentage box and slider next to each person in the pool that you can adjust to each Users desired percentage weight.

LeanData will distribute records according to the percentages specified here. Other factors such as User Schedules and Capping will also affect the distribution. Whenever the weightings are adjusted, LeanData will consider the percentages moving forward, without considering previous assignments.

Note: Weighted distribution must be disabled to use Conditional Membership.

 

Capping

Under Advanced Settings there is a Capping section. The capping section allows you to set caps that will prevent LeanData from assigning records to a User once their cap is reached. There are two kinds of Capping you can apply: Time-Based or Conditional. 

With Time-Based Capping, you can set Hourly, Daily, and Weekly caps as you desire.

For more information on Conditional Capping, please see the Capping Guide.

 

Pool Managers

A Pool Manager is a User that can edit the pool settings but is unable to edit other aspects of LeanData, such as Flowbuilder or any other LeanData features without the proper permissions. Pool managers will still have the functionality of using the Round Robin tool in order to manage their pools, members, and schedules.

When a LeanData Admin selects a User to be a dedicated Pool Manager, this gives that specific User a LeanData Dashboard Access Permission Set which allows the Manager to have access to the Round Robin Pool functionalities along with additional read-only items for troubleshooting. 

Pool Managers will not have access to other LeanData functionality besides the Tagging Preview and Audit Logs. Giving the Pool Manager access to Tagging Preview and Audit Logs gives the User the ability to troubleshoot and diagnose.

Pool Managers will only have access to view the Pools where they are the designated Pool Manager. If a Pool Manager is removed from the position, their access will be revoked and they will no longer be able to modify the pools they previously had access to.

Adding Pool Managers to Multiple Pools

You can assign Pool Managers to multiple Pools at a time, by navigating to Round Robin > Pools > Bulk Actions. Select the desired Pools and then select Edit Manager under Bulk Actions.

On the Edit Managers in Round Robin Pools screen, select the desired users and click Add Managers to Selected Pools. The selected users will be added as Pool Managers to the selected Pools.

 

Exporting and Importing Pools

On the Round Robin Pools page you can Export and Import Pools from other environments. Typically, LeanData Users will create and test Round Robin Pools in a sandbox or development environment before using them in their production environment. 

To export 1 or more Pools, select the desired Pool(s). To select all the pools, click the selection box next to Pool Name. Click Export.

To import pools you have previously exported from a different environment, click the Import button, and select the desired pool from your File Browser window and click Open.

 

Round Robin Credit 

If a Pool Member receives a record that should not count against their distribution (internal Lead, disqualified, missing data, etc) Pool Managers can apply a credit to that Pool Member, such that they will receive the next record assigned in that Pool without it counting against their distribution percentage.

To add a credit to a Pool Member, from within the Pool, navigate to the Members tab. Hover over the Pool Member to whom you wish to add a credit and click the Add Credit button.

Once a Credit has been added to a Pool member, they will be added to a Round Robin Credit Queue in the order in which credits were added. The total number of additional credits applied to a Pool member will also be displayed in the Credits column.

Members of the Credit Queue will receive the next records to be distributed in that Pool in the order they are listed in that queue, unless they are unavailable due to their schedule. Once the next member of this Credit Queue receives a record, that credit will be exhausted and removed from the Credit Queue. Once all credits have been exhausted, normal Pool distribution will resume.

Clicking Manage Credits will take you to a page where you can view the Credit Queue, reorder credits with the drag handles on the left, remove individual credits using the X icon on the right, or remove all credits using the button at the top.

Please Note: The Credit Queue handles distribution separately from the distribution logic of the pool, so Pool members who receive records via the Credit Queue receive those records in addition to any records they are due to receive through the normal distribution of the pool.

Round Robin Metrics

LeanData provides an out-of-the-box dashboard for measuring Round Robin distribution across graph deployments. 

From the main Round Robin Pools page, hover your cursor over the Pool you would like to see metrics for. From the Actions menu that appears to the far right, select View Pool Metrics

From this metrics page you can view the Distribution Metrics and Logs Report for the pool and its members. 

Distribution Metrics Per User

For more information on the Round Robin Routing Metrics please see the Round Robin Distribution Data Visualization Guide.

Users

The Users page under the People section displays all Users that are a part of a Round Robin Pool and which Pools they are a part of. You can click on a Members name to see a list of the Pools they are in and you can also click on one of the Pool names to be taken to that Pool’s settings.

This screen supports Bulk Actions which can affect whichever users are selected. The Bulk Actions include:

• Set Schedules
• Pause Round Robins
• Remove from All Pools

After selecting the desired users, select the bulk action to apply.

Schedules

You can find the schedules page under People > Settings > Schedules. This page will display any working hours, holidays, and vacations that you have configured for members of your round robin pools. You can also create new working hours, holidays, and vacations within this section as well. 

For more information on Schedules, please see the Schedules & People Guide.

Pause & Resume Round Robin Routing to Users 

Pausing Routing to Users & Queues

To pause routing to a User, navigate to People → Users → Select User or Queue → Pools. Click Pause Round Robin to pause this User or queue from receiving records from all their Round Robin Pools.  

The Pausing functionality is typically used by organizations with a large volume of records and accelerated Lead response times.  A common use case of this functionality is when a User is unavailable to respond to Leads for an extended period of time, such as a lunch break. Members can be paused indefinitely or in intervals from 30, 60, or 90 minutes.  

Please Note: Pausing will not affect receipt of records from other sources (Assign Owner, Territory Routing).  

Once the User is paused, an indicator will appear in two places: next to their name in their Pools and next to their name on the Users page.  

 

Resume Round Robin Routing to Users & Queues

To resume routing to a User, navigate to People → Users → Select User or Queue → Pools.  The option to Resume Round Robin will appear only if the routing to the User is paused. If you had only paused for a set interval, the User will automatically unpause at the end of the interval.

Access

• An admin may pause any member found in any pool.
• A pool manager may pause any member in any pool they manage.
• A pool member may only pause themselves.

Troubleshooting 

Audit Logs

Audit Logs will capture the availability status of Users when a record is routed to the Pool.  If the User is paused at the time of routing, Audit Logs will indicate it under the Round Robin action in the path.

 

Round Robin History Logging

If you would like LeanData to retain the history of any settings changes that anyone makes to Round Robin Pools, including Pool membership, ordering, and schedules, including who made the changes and when they were made, you can enable Round Robin History logging in the Admin section of the LeanData Dashboard.

Navigate to Admin > Settings > Reporting and under Audit Logs & Round Robin History, toggle Round Robin History to On.

Your Audit Log retention duration will be used to determine how long to retain Round Robin History Logs. Changing the duration will change the retention period for both Audit Logs and Round Robin History Logs. 

Note: Though Round Robin settings changes will be retained for the duration you set here, there is no front end interface to review this history. Please contact LeanData Support to troubleshoot.

For questions or additional assistance please contact LeanData Support.