Contents:
Overview
If a User needs to be treated as unavailable to receive records from a temporarily, LeanData’s User Pausing functionality allows reps to mark themselves as unavailable to receive records while they’re on breaks or away, without actually removing them from the Pool or having to schedule a pre-planned vacation. This gives managers and reps additional flexibility to direct records to a more available rep when Users are temporarily unavailable.
Access
- An admin may pause any User.
- A pool manager may pause any member in any pool they manage.
- A pool member may only pause themselves.
Pausing Routing to Users & Queues
To pause routing to a User, navigate to People → Users → then select the Users or Queues you would like to Pause.
Under the Actions menu go to Pause Routing, and select the desired duration you would like to pause the selected User(s).
The selected Users will be treated as unavailable or out of schedule wherever that is respected in your routing.
The User 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.
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 Routing to Users & Queues
If you had paused a User for a specific time frame, their availability will resume automatically after that time frame elapses. To resume routing to a User that is still paused, navigate to People → Users → then select the Users or Queues you wish to resume.
Under the Actions button, select Resume Routing. The Resume Routing option will not appear if you have selected a User or Queue that is not currently paused.
Audit Logs
Audit Logs will capture the availability status of Users when an assignment is attempted. If the User is paused at the time of routing, Audit Logs will indicate that they are unavailable in the path.