Workflows: Weighted Round Robin Assignment
K
Ken Hoa Khoo
The current "Assign To" step in the Workflow allows for round robin assignment logic, but it assigns leads or contacts equally to each user.
It would be beneficial to add a weighting option to the round robin assignment logic so that we can assign leads or contacts to agents with different weights based on their experience or skill. For example, we could assign more leads or contacts to senior agents who have more experience. This would ensure that the most skilled agents receive more opportunities to engage with leads or contacts.
A
Alwi Ilham
Is there any update regarding this?
N
Nabilah Binti Salleh
Alwi Ilham: Thank you for your comment. We appreciate your continued interest in this feature. While there's no update to share at the moment, please rest assured that your request is on our radar. We'll be sure to notify you if and when progress is made.
N
Nabilah Binti Salleh
Merged in a post:
Assign Percentage of new chat to a person
P
Pavithiran Gunasegar
Business problem : Everyone in the team gets equal number of leads
Desired Outcome : Business can assign a percentage value to each sales rep and number of new chats assigned to a person is based of that instead of round robin (everyone get equal number of chat)