Routing - Schedules & People Guide

Contents:

• Overview
• Setting Up User Schedules
• Working Hours
• Vacations
• Holidays
• Respecting User Schedules in Round Robin Pools
• FlowBuilder Considerations
• Hold Until Node Setting
• Using Scheduling in Nodes
• Managing People
• Setting Schedules
• Pausing Round Robin
• Remove from All Pools
• Invite to Authorize for BookIt
• Pool Management
• Managing Schedules
• BookIt Tab
• BookIt Actions

Overview

The LeanData People section allows LeanData Admins to manage User-specific functionality like Schedules and product access. These settings allow you to account for differences in Users’ working hours, time zones, holidays and vacations without having to modify your FlowBuilder graph or Round Robin Pools.

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.

Please Note: you can only import schedule files that were originally exported from a LeanData instance. You will not be able to construct a schedule file outside of LeanData and use that to import schedules.

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.

FlowBuilder Considerations

Within FlowBuilder, there are a few places where your User schedules come into consideration. Generally speaking, a User who is unavailable due to their schedule will be skipped in that round robin distribution if you have elected to respect their schedule in Pool settings.

Round Robin Edges

Nodes that assign records via a Round Robin Assignment, such as the Round Robin and Assign to Territory nodes will have a few edges under Advanced Settings for what to do if there are no Robin Members available. 

If there are no Round Robin members available due to schedules, vacations, or holidays the No Round Robin Members Available edge will determine the next action LeanData will follow.

Hold Until Node Setting

If you are using a Hold Until node and wish to only allow the time that is defined in this node to elapse during a current User’s available working hours, you can select the option within the Hold Until node to Evaluate while Owner is Working. 

The Time Frame specified in this node will only elapse while the current owner of record is available according to their schedule.

Note: If you edit a User’s schedule while a record they own is pending assignment due to a delay set in a Hold Until node, the node will respect the previously scheduled time.

Using Scheduling in Nodes

The scheduling options are displayed in many of the Action Nodes in your Flowbuilder Graphs. Each of the nodes that respect schedules will have a section called Routing Schedule. When you click on this option the screen will expand and display the options for respecting User Schedules including: Working Hours, Vacation, Holiday, and Pausing.

These settings allow you to control types of scheduling each node will honor. You can mix and match settings as needed. Additionally, you will also get a new fallback edge: Out of User Schedule. This fallback edge appears when you select Respect User's Schedule. This fallback edge will be used if there are no users available because of schedules.

Managing People

The People Section will allow you to configure settings at the User Level, including Managing Schedules, Capping Rules, or Round Robin Pools. Navigate to People → Users to get to the Users Page.

On this page, you will see all the Users and queues in your account. Users and Queues are displayed on separate tabs at the top of the page. On this page you can see: 

• User Name
• Role
• Working hours (default or custom)
• Number of round robin Pools the person is in
• Number of Territory Segments they own
• Number of Assign Owner Nodes the person is in
• Number of Account Teams
• Number of Owner Mappings they are in

Use the display options at the top of the page to configure your views.

1. If you are a Pool Manager, checking Users in Pools option will display only Users in the pools you manage
   • Note: if you do not have LeanData Custom Objects Read-Write or Full Access, you will only be able to see Users in the pools you manage by default.
2. Select the Type of Users to filter for on the All Users picklist
3. Use the Search box to find a specific User
4. Use the Display menu to select how many records to display
5. Use the Columns button on the right side to configure which columns to include on the User area

Actions

The Bulk Action button allows you to apply actions to multiple selected Users. The Actions include:

• Set Schedules
• Pause Round Robin
• Remove from All Pools
• Invite to Authorize for BookIt

 

Setting Schedules

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 Round Robin

After selecting the desired Users, you can pause their participation in a Round Robin pool by selecting Actions, then Pause Round Robin, 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.

Remove from All Pools

The option, Remove from All Pools, will remove the selected Users from all of the Round Robin pools.

Invite to Authorize for BookIt

Use this action to invite 1 or more users to authorize their calendars for BookIt Scheduling.

Pool Management

To manage a User’s Round Robin Pool Membership, click on the Pools Tab.

This will take you to a page that lists all the Round Robin Pools of which this User is a member, as well as standard info such as Pool Type, Object Type, Capping and Weighting.

Clicking on a Row will show you any Capping Rules that apply for this User in that particular Pool.

Clicking on the name of the Pool will take you to a page where you can configure that Pool directly.

If this User should no longer be the recipient of any records assigned using Round Robin pools, you can remove this User from all Pools using the Remove from all Pools Button in the upper right corner.

Managing Schedules

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.

Please Note: If you would like LeanData to respect these BookIt Working Hours, you must enable the Prioritize LeanData Working Hours setting when configuring your Meeting Types. This can be found in the Opening Hours tab of your BookIt Meeting Types. Only meetings booked with Meeting Types that prioritize LeanData Working Hours will follow these User-assigned BookIt Working Hours.

For more information please see the Opening Hours section of the BookIt General Settings Guide.

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.

BookIt Tab

If you have BookIt enabled, you will see a BookIt Tab. The BookIt Tab has the tools to help manage and provision all users for each BookIt product. Admins can track the authorization status of each of their users, mass-invite them from within the app to authorize.

Additional to the tools covered above, this screen gives you the ability to view the following for each user:

• Name
• Authorization Status
• Product Access: BookIt for Forms and BookIt Handoff
• Number of BookIt pools the user belongs to
• Conference Link if available
• Counts for BookIt for Form and BookIt Handoff
• Working Hours

BookIt Actions

The BookIt Tab has its own Actions picklist.

The Actions include:

• Set Schedules: This Action will apply Working Hours and Holiday Sets to BookIt Users.
• Resend Invite to Authorize: This option will send the Invite to Authorize email to the selected users.
• Edit Product Access: This option will allow users to change the product access for selected users.
• Remove from All BookIt Pools: This option will remove the selected user(s) from only BookIt Round Robin pools.
• Deauthorize for BookIt: This option will deauthorize the selected user(s) for BookIt. 
• Remove from BookIt:  This option will remove selected user(s) from the BookIt tab.