Caps

Distribution Engine has two levels of cap. Distributor level caps limit the assignments made by a specific distributor e.g. hot leads. Team level caps limit the total assignments made across all distributors in a team.

Team level caps

Team level caps allow you to control the total number of assignments a team member receives, rather than having a cap per distributor. 

For example, in a team distributing leads you may have 3 distributors, hot, warm and cold. If you wanted your team members to receive 50 leads per day in total across all 3 distributors, you could set a team-level daily cap of 50. The hot distributor would assign leads, and, if the team members are still within their limit of 50, the warm distributor will top them up with more leads, if they still have not reached 50, the cold distributor can assign them more leads until their total hits 50. 

Team level caps can be set for up to 3 time periods and allow different cap levels for users with different tags.

Each distributor can opt-out of team level caps e.g. to always assign hot leads regardless of the team level caps.

The example below shows  hourly, daily and weekly caps using a tag collection called "Tier". Tier 1 members can get up to 5 assignments per hour and 50 per day, while tier 2 members get 2 per hour and 25 per day.

 

 

Distributor level caps

Distributor caps limit the number of assignment made to each member through this distributor. In the example below we set the hot leads distributor to 5 leads per hour.

 

 

 

Fixed Cap periods

Hourly and Half-hourly caps will stop assignments once a team member has reached the maximum number of assignments within that time frame. The count resets on the hour or half-hour and distribution will start again. By default the reset is not rolling, for example, all Team member counts return to zero at 10:00 whether they reached the cap or not.  If rolling hour or half-hourly caps would be preferred, you can use custom caps.

Daily caps will stop assignments once a team member has reached the maximum number of assignments per day. The count resets during the first distribution run after midnight on the Distribution Team's timezone. 

Weekly caps will stop assignments once a team member has reached the maximum number of assignments per week.  The count resets at the start of the week on the first distribution run after midnight on the Distribution Team's timezone.  Which day of the week it restarts is according to the Running user's locale.  (e.g. US: Sunday, UK: Monday)

Monthly caps will stop assignments once a team member has reached the maximum number of assignments per month.  The count resets at the start of the month on the first distribution run after midnight on the Distribution Team's timezone.

Custom Caps

Custom caps allow caps to be defined over user-defined time periods. All custom caps are rolling caps, meaning rather than resetting at a set time (e.g. every day at midnight) they use the cap period to determine how far back from the current time to check for assignments.

These are defined in minutes, hours or days and have the following minimum and maximum values:

  • Minutes have a minimum cap period of 5 minutes and a maximum of 180 minutes
  • Hours have a minimum cap period of 1 hour and a maximum of 168 hours
  • Days have a minimum cap period of 1 day and a maximum of 31 days
Use of  different Custom Caps across large numbers of distributors may have some performance impact.

 

Criteria Caps

Criteria caps allow for a cap to be placed on a distributor that limits how many records it will assign to users, based on a criteria, rather than a time period. This can be used to ensure that users only currently have a certain number of records from a specific distributor or in a specific state. Criteria caps can cap based on either 'Distributor Filters' or 'Field':

  • Distributor Filters - Will count all records assigned to a user that meet the current filters for that team. Team, Distributor and Campaign filters are all considered.
  • Field - Will count all records assigned to a user that match a defined filter, with up to 20 clauses.

To change the type of criteria based cap, click the underlined link below the the cap selection.

Criteria caps are able to work with Custom Classification stamp groups.

Criteria caps may slow down processing in parallel mode when using non-standard type objects.

Active caps explained 

Active caps are based on the number of active records (e.g. leads / cases) a team member owns or the total value of the field specified on the Distribution Team Details page. The active cap will stop assignments to a team member once their active count reaches the cap. The active count is calculated every time the Distribution Engine runs (e.g. every 5 minutes) and Distribution Engine counts the total number of active records or calculates the total value, no matter where the records came from. It is simply a counting based on ownership.

On the team summary page, you will see  the Active Count for each team member.

 

Distribution Teams that are using Assign-to-field feature use the selected field to determine the count a team member owns, rather than the Owner ID field of the record.

 

Sticky Cap Options

When looking at the distributor level cap settings for a distributor with sticky enabled, you have a number of choices around sticky assignment's interaction with caps.

  •  Ignore caps - Sticky assignments will always assign to the sticky owner, even when they are at cap.
  • Respect caps - Assign to next member - Sticky assignments will not assign over the cap, but will assign to the next team member as appropriate for the method. The sticky ownership is now transferred to the new member.
  • Respect caps - Don't assign - Sticky assignments will not assign over the cap, the record will not be assigned by the current distributor.

 

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