Your reps are not always at their desks, so how do you avoid work piling up while they’re unavailable? Distribution Engine has a number of features to control the availability of your teams.
Distribution Engine can be set to assign records 24 hours a day, or it can be set to match the working hours of the team. Using distribution Hours means records are only assigned to available reps. This can help to improve time to contact, typically leading to higher conversion rates. Distribution Hours can be set at team, user or shift levels.
Distribution Engine allows you to manage absences such as public holidays, vacations and sickness. You can enter individual sickness / vacation absences or regional holidays for team-wide shut downs. Assignments will not be made to users who are currently marked as being absent. Managers or users themselves can add entries (depending on the permissions you choose).
