How to add a member level setting in Q-assign Assignment Groups


Member level settings in the Assignment Group

 

Q-assign allows the settings at the Member level as well as Assignment Group level to get records assigned from the Assignment Group source. Records are assigned to Users by looking up to the Member level settings first added in the Group Members section.

 

Add Members' level settings to Assignment Group 

  1. Go to QA Assignment Groups, select Assignment Group
  2. Go to Group Members section
  3. From the Action column click Edit to set the member level setting
  4. A new pop-up window opens the field for Member Settings (make sure you allowed your browser to open pop-ups)
  5. Override the field you want to change from the Group level settings
  6. Click Save to save the Member Settings
  7. Member Settings are added in the Group Members section

 

Components of Member Settings

  • Enabled – Set as Enabled for the Assignment Group – this is done by the Enable checkbox in the screenshot above.
  • Available - Users/members that are members of an Assignment Group will only be assigned Leads or Cases (or other records) if they are shown as Active, with a green dot in the Member column in Member Section.
  • Assignment Quota - Specifies the maximum number of objects (cases and leads etc.) that can be overridden to those specific members of Assignment Group within the Quota Period set at this level. A value of 0 means unlimited quota i.e., no quota restrictions. If the Assignment Quota restriction is set at the Group level and Override is checked in the member level, it will follow the Member level setting.
  • Global Assignment Quota - Users that have already been assigned this many records during the Quota Period across All the Assignment Groups will not be assigned further records during the Quota Period. Global Assignment Quota is counted separately for each object (e.g., Leads, Cases, opportunities). A value of 0 means unlimited quota i.e., no quota restrictions. If the Global Assignment Quota restriction is set at Group level and Override is checked in the Member level, it will follow the Member level setting.
  • Max Active Record Cap (Max Assignment Cap)  - This represents the maximum number of 'Active Records' that can be assigned to each member of the AG. A value of 0 means no cap. If the Max Assignment Cap restriction is set at Group level and Override is checked in the member level, it will follow the Member level setting.
  • Max Load Points Cap (Max Assignment Points Cap) - Allows a cap of maximum load points that can be assigned to each member. It works like Max Active Record Cap, but adds up all the load points of Active Records, not just counting them. If the Max Assignment Points Cap restriction is set at Group level and Override is checked in the member level, it will follow the Member level setting.
  • Round-Robin Weighting % - When using Round-Robin mode, this setting specifies if the User should get more or fewer records compared to other Users/Members. 100% is the default. e.g., a setting of 110% would mean that this User would get an extra record for every 10 records assigned to other Users that have 100% set. This setting is only editable if the 'Assignment Mode' is Round-Robin in the Assignment Group configuration.
  • Shift / Working Hours - This setting allows to set Working/Shift hours for a Member and has three options - 24/7, Use User’s Default Shift and Use a Business Hours schedule
    • 24/7 – Member (User) is available to Q-assign for assignments all the time if this option is selected
    • Use User’s Default Shift – allows selecting a pre-defined Working/Shift hours from QA User Status| User Shift and OOO Settings| My Default Shift / Working Hours, according to which, Member will get the records assigned. Member's Working/Shift hours will only be considered when ‘Assign to users in their Working/Shift Hours only’ is checked in the Assignment Group details section. This setting will enable the Member's Working/Shift hours to be considered before assigning a record to a Member.
    • Use a Business Hours schedule - allows selecting a pre-defined Working/Shift hours for a Member, according to which, Member will get the records assigned. If the time is inside the Member's Working hours, provided that the Assignment Group is Active, Member will be eligible for the recorded assignment. Member's Working/Shift hours will only be considered when ‘Assign to users in their Working/Shift Hours only’ is checked in the Assignment Group details section. This setting will enable the Member's Working/Shift hours to be considered before assigning a record to a Member.
    • Member's status such as 'Yes', 'OOO' and 'Off-Shift' is shown in the On-Shift column and option '24/7', 'User's Calendar' or 'Business Hours' is shown in the Shift column in Group Members section and correspondingly a 'Green' (available) or 'Red' (unavailable) dot is shown for the Member.
  • OOO / non-working times - This setting allows to set Out Of Office / non-working times for a Member and has two options – None and User’s Default OOO Entries
    • None – Member is available to Q-assign for assignments all the time if this option is selected
    • User’s Default OOO Entries - allows selecting a pre-defined OOO / non-working times from QA User Status| User Shift and OOO Settings| My OOO / non-working times, according to which, Member will not get the records. Member's OOO/non-working times will only be considered when ‘Assign to users in their Working/Shift Hours only’ is checked in the Assignment Group details section. This setting will enable the Member's OOO/non-working times to be considered before assigning a record to a Member.
    • Member status such as 'OOO' and 'Off-Shift' is shown in On-Shift column in Group Members section and correspondingly a 'Green' (available) or 'Red' (unavailable) dot is shown for the Member. Member's status such as 'Yes', 'OOO' and 'Off-Shift' is shown in On-Shift column and option '24/7', 'User's Calendar' or 'Business Hours' is shown in the Shift column in Group Members section and correspondingly a 'Green' or 'Red' dot is shown for the Member.

 

Please contact us at support@ortooapps.com for any questions.

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