Manage Exceptions in Round Robin

(To know how round-robin with exceptions work click on the link)

Exception list in the round-robin feature can be managed using the Skip/Redo feature. 

  1. Redo List -- List of Participants who would be assigned to Lead before the Round Robin Execution Starts.
  2. Skip List -- List of Participants who would be skipped and will not be assigned to a Lead.

Participants can be added/edited in the exception list either in the Motion policy page or using a process builder in Salesforce environment.

Process builder setup for managing exceptions in Round-robin

Apex Class:- Push RR Exception

The below parameters need to be passed to the process builder to manage the exception list.

Parameters Value Required/Not Default Value
recordId


Account Id/Lead Id/Opportunity Id/
Case Id /Contact Id
Mandatory
UserId/Participant We should pass either a
UserId/Participant Id

Tag Tag Value


Mandatory if we
pass User Id



Skill Skill Value


Not Mandatory It is required if we want
to add a Skill Based
Participant.
LIFO/FIFO


LIFO → If we want participant to add
at end of Exception list
FIFO → If we want participant to add
at the first of Exception List
Not Mandatory


Default Value is FIFO


Skip/Redo

Skip → Adds participant to Skip List
Redo --. Adds participant to Redo List

Not Mandatory Default Value is Skip
Tag Operator


Default/WildCard


Not Mandatory Default
inputVal8


Out of Scope


For Future Use For Future Use

Note

Routing Queue can be identified and and participants could be added to the exception list 

  • Using the UserId, Tag, TagOperator 
  • Participant Id can be directly passed.

Managing Exception list from the Motion Policy

  1. Under the Round Robin Section when you click on Manage Exceptions, a screen with Skip and Redo tabs pops up. 
  2. You can add the participant list by clicking the + icon available in the screen. 

Once you have provided the exception list, round robin will allot participants considering this exception list.

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