Queues FAQ

Q: How do priority percentages work? Can you give an example?

A: Priority percentages use a ratio, based on the highest priority percentage assigned to someone in the queue.

Here's an example: Three team members with the following priority percentages: Alice [100%], Bob [100%], and Carol [50%] would equate to the outcome when the priority percentages are set as Alice [50%], Bob [50%], and Carol [25%].

Q: Is it possible to use the round robin functionality to round robin between different groups?

A: Not at this time.

Q: How does the auto-calibrate button work in a queue?

A: When using auto-calibrate, that will automatically make the targeted member in the queue competitive with everyone else in the queue, making their total score (based on meeting count, calibration count, and priority percentage) with the rest of the queue members.

When a member in the queue is selected for auto-calibration, the system:

• Removes the target member from the comparison group

• Calculates scores for all other members

• Finds the maximum score among the others

• Updates only the target member's calibration to be competitive with that max score, effectively placing them at the bottom (i.e. last place) of the list for meeting priority.

Q: What should I do when a sales rep joins the company or exits the company?
A: Here are best practices when handling new and legacy user members in your workspace:

When a sales representative exits the workspace:

• Remove the rep's CRM owner id  from any workflow logic, ie if/else objects or CRM objects

• Remove the rep from any queues under Routing > Queues

• Remove the rep from any Display schedulers objects (located in a workflow) where the user member could have been selected from the Queue/Member drop down as a member

• Delete the rep from workspace under Settings > Users

When a sales representative joins the workspace:

• Verify the rep has their calendar connected under Settings and Users

• Verify the rep has been mapped to integrations under Settings and Users

• Add rep's CRM owner id to workflow logic within the workflow, ie if/else objects (if applicable)

• Add the rep to queues (where relevant) under Routing > Queues

  • When adding a new member to the queue, enter a positive value in the calibration box to ensure they receive leads in the round robin, if that's the goal. Set the calibration value to match the average assignment of the existing queue members so the distribution remains balanced. Lean more about queue configuration here.

Q: How does a rep being on vacation affect a round robin queue in a workflow?
A: The workflow checks a member's availability at run time. If any members are marked as on vacation for that day within Default, those reps will not be counted as available. Default will then choose a rep to assign based on the queue type, and comparing scores for all remaining available members.