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Overview

A Queue consists of a group of members (queue members) that are tasked with being distributed leads. Queues can be configured to optimize one of the following outcomes:

  • Maximize availability

  • Maximize fairness

You can create Queues with Account Executives (AEs) who own meetings directly, or with Sales Development Representatives (SDRs) who qualify leads before routing them to AEs. Users that are added to queues are known as members.

Queues can be added to events. Specifically group events.

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Types of Queues

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Max Fairness

Max fairness queues distribute new meetings evenly among qualified members. To determine member qualification, Default checks:

  • Member priority level

  • Total meeting count

  • Total calibration count

If priority is even throughout the queue, then the rep with the lower meeting count + calibration count is deemed to be “next up”.

Note: Members with priority levels below 100% receive fewer assignments in the rotation cycle. Lowering priority levels is generally used when the rep is ramping.

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Max Availability

Max availability queues show all available meeting slots to leads. After a lead selects a time, the system uses max fairness logic to assign the appropriate member.

For example, for a queue with four members(A, B, C, D) in a queue and a lead selecting an 8:00 AM PT slot, the system:

  • Default identifies available members.

  • Default assigns the meeting to the member with the lowest combined total assignments and calibrations, factoring for priority levels.

The max availability queue functions identically to max fairness after time slot selection.

Note: For both max fairness and and max availability queue types, when meetings are canceled or marked as a no-show, Default will automatically handle repositioning assigned members within the queue.

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Important Terminology

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Calibration

Queue administrators can adjust member rankings using the calibration setting. This allows for manual adjustments to meeting distribution.

To modify a member’s position in the queue, adjust their calibration value:

  • Enter “-1” to simulate one fewer meeting

  • Enter “+1” to simulate one additional meeting

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Total Assignments

The number of meetings or leads assigned to a member using this queue.

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Status

The member’s status in the queue. Members can be enabled / disabled. A disabled member cannot be assigned a lead / meeting using a queue.

Members can also be disabled from Settings > Availability > Vacation Mode.

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Configuration

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Step 1: Go to Queues

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Go to queues

Navigation > Scheduler > Queues > Create a Queue. Choose between max fairness or max availability and name your queue. Common naming conventions include:

  • Regions (EMEA, APAC)

  • Territories (US West, US East)

  • Teams/Segments (Enterprise, MM)

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Step 2: Add Members to Queue

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Add members to queue

Add members to your queue. In order to add a member you need to make sure they are invited to Default.

Set a Priority

Priority determines queue position using weighted averages. Set fully-ramped members to 100% priority, and reduce the percentage for members still in ramp-up.

We advise all members in the queue that are not ramping to keep their priority set to 100%.

Note: Members must connect their calendars to be eligible to receive meeting assignments. Check Settings > Users > User Mapping.

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Step 3: Add Queue to Workflow

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Add queue to workflow

Queues can be integrated into workflows in three ways:

  1. Within

    Round Robin

    nodes for lead assignment.

  2. In

    Display Scheduler

    nodes for individual queue member meetings.

  3. As part of group events for multi-participant meetings, such as AE and Sales Engineer (or similar) pairings.

Note: When using queues with group events in Display Scheduler, you must first configure the queue within your group event settings. This cannot be done directly from the Display Scheduler.

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Step 4: Use Queue in Outbound (optional)

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Use queue in outbound

Default allows you to copy & create a link to your queue in order to use for your outbounding campaigns.

Go to Events > Pick a Event > Copy Link > Select Queue

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