From 8c45acbee9c0d16c34d6af13f43f21ad464714ab Mon Sep 17 00:00:00 2001 From: minekansu <32006257+minekansu@users.noreply.github.com> Date: Wed, 22 Apr 2026 13:17:51 -0400 Subject: [PATCH] Update lead-assignment-ooo.md --- .../growth/revops/lead-assignment-ooo.md | 67 ++++++++++++------- 1 file changed, 43 insertions(+), 24 deletions(-) diff --git a/contents/handbook/growth/revops/lead-assignment-ooo.md b/contents/handbook/growth/revops/lead-assignment-ooo.md index 2ccfe7c65fa6..43123b77bf1a 100644 --- a/contents/handbook/growth/revops/lead-assignment-ooo.md +++ b/contents/handbook/growth/revops/lead-assignment-ooo.md @@ -1,37 +1,56 @@ --- -title: Lead assignments during time off +title: Lead assignment tracker sidebar: Handbook showTitle: true --- -We want to make sure we don’t assign new leads to people who are out of office both in Salesforce and in Default (our contact form submission routing system) +[The Lead Assignment Tracker](https://posthog.lightning.force.com/lightning/o/Lead_Assignment_Tracker__c/list?filterName=All) in Salesforce is the source of truth for who's in the round robin, how leads are weighted, and how to manage assignments. This page explains how to use it self serve. -### In Salesforce → lead assignment tracker -- There’s a checkbox called Is Active -- When someone goes on leave, uncheck this box to make them inactive so they don't receive any new leads +### Understanding the tracker +Navigate to the Lead Assignment Tracker section in Salesforce. There you'll see every person who's part of the round robin, along with the following columns: -When they return: -- Recheck the box so they start receiving leads again. -- Use the Manual Lead Adjustment column to rebalance their totals if needed (more on that below). +**User, Role, Territory** These identify who the person is, whether they're a TAE or TAM, and which region they cover. -### In Default app → routing → queues -- Find the queues the person is part of (US East, US West, EMEA, Asia based on location, or All and Max Availability Queues for everyone) -- Under each queue find Status column -- Toggle their status to Inactive so Default to stop routing new leads to them -- When they return, Toggle them back to Active in relevant queues +**Priority** This column controls how many leads a person receives relative to others. The default value is 1. If you set someone's priority to 3, it means for every 3 leads the rest of the team receives, this person gets 1 — so a higher number means fewer leads. Use this if you want to throttle lead volume for a specific person (for example, if they're ramping or handling a reduced workload). -Important: Even if the person marks themselves as “Out of Office” in their Default personal settings, that does not stop lead assignments. We still need to manually toggle them off in the queues. +**Manual Leads Adjustment** This column lets you calibrate a person's total so the round robin stays fair. The most common use case is adding someone mid-month: by the time they join, others in the same region may already have leads assigned to them (lets say 50). Without an adjustment, the system would send that new person a flood of leads to "catch up" To prevent this, add 50 to their Manual Leads Adjustment column to bring their baseline in line with the rest of the team so the round robin distributes fairly going forward. This column is also used to rebalance after time off (see below). -### When to take these actions -- If taking <= 5 days off: Turn them off the day they leave and turn back on the day they return. -- If taking > 5 days off: Turn them off 2 days before their scheduled time off to avoid assigning new leads right before they leave. Turn them back on the day they return, so they have fresh leads to work on after returning. +**Is Active** This checkbox controls whether someone is included in the round robin. Uncheck it to temporarily exclude someone. For example, if they want to pause new lead intake outside of a scheduled vacation. Check it again when they're ready to receive leads. -### Calibration after time off -When someone’s inactive, others in the queue keep receiving leads so their totals rise. We need to use the calibration fields to make sure all leads don’t go to the person who comes back from OOO based on pure total lead count. +**Note:** For planned time off, there's automation in place that handles toggling people on and off based on their calendar. Is Active column is mainly for cases outside of that — like when someone's OOO isn't on their calendar, or they want to pause for another reason. + +### Adding a new person +1. Click New in the Lead Assignment Tracker +2. Select the Salesforce user you want to add +3. Select their territory from the multi-picklist +4. Set their role (TAE or TAM) +4. Add a Manual Leads Adjustment if they're joining mid-month (see above) +5. Click Save + +That's it, they're automatically added to the round robin. + +### Monthly reset +The Manual Leads Adjustment and total assignment counts reset at the start of each month so you don't need to redo these calibrations on an ongoing basis. + +## Lead assignments during time off +For scheduled time off, automation handles turning people off and back on based on their calendar — you don't need to do this manually. The steps below apply when someone's OOO isn't reflected in their calendar, or when you need to turn off lead assignments for a reason other than vacation. -In Default Queues you’ll see Total Assignments and Calibration columns -- Let’s say the person was out two weeks, and others got +10 more leads per person during this time. -- To rebalance, add +10 under the Calibration column of the OOO person before activating them in the queue -- This prevents the system from dumping 10 leads on them the moment they’re reactivated. +**In Salesforce → Lead Assignment Tracker** +- Uncheck the Is Active box to remove them from the round robin +- When they return, recheck it and use the Manual Leads Adjustment column to rebalance their totals if needed -In Salesforce: do the same using the Manual Leads Adjustment column in Lead Assignment Tracker. +**In Default app → Routing → Queues** +- Find the queues the person is part of (US East, US West, EMEA, or Asia based on location; All and Max Availability Queues for everyone) +- Toggle their Status to Inactive to stop Default from routing leads to them +- When they return, toggle them back to Active + +**Important:** Even if someone marks themselves as "Out of Office" in their Default personal settings, that does not stop lead assignments. You still need to manually toggle them off in the queues. + +**When to take these actions** +- ≤ 5 days off: Turn them off the day they leave, turn back on the day they return +- \> 5 days off: Turn them off 2 days before their leave starts, turn back on the day they return + +### Calibration after time off +While someone is inactive, others in the queue continue receiving leads — so their totals rise. When the person returns, you'll need to rebalance so the round robin doesn't immediately dump a backlog of leads on them. +- In Default Queues: Look at the Total Assignments and Calibration columns. Add the number of leads others received during the absence to the returning person's Calibration field before reactivating them. +- In Salesforce: Do the same using the Manual Leads Adjustment column in the Lead Assignment Tracker. For example: if others received roughly 10 leads each while someone was out, add 10 to the returning person's calibration/adjustment field before turning them back on.