Working hours

AVAILABILITY

How do you prevent leads being assigned to reps that are not available? Want to enter absences without having to change rules or remember to turn people back on? Distribution Engine has a number of features to control the availability of your teams.

  • Distribution hours – the working hours of your teams, control availability at the team or user level.
  • Regional holidays – shut down multiple teams with company wide holiday calendars
  • User out of office – enter holiday or sickness entries for users to automatically prevent assignment over a period.
  • Online toggle – users or their managers simply toggle online / offline status to control current availability.

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DISTRIBUTION HOURS & SHIFT PATTERNS

Distribution Engine can be set to assign leads 24 hours a day, or it can be set to match the working hours of the team. Using distribution hours means leads 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.

Hours

HOLIDAYS & OUT OF OFFICE

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 enter entries (depending on the permissions you choose).

Holidays

Toggles

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