Gorilla

 

 

Distribution Engine 11.0

Enhancements

Area

Name

Description

UI

Save while DE is running

Due to the way Distribution Engine configuration was stored it was previously not possible to save updates to DE configuration while DE was in the middle of a job. For some larger customers with long running jobs this was a frustrating user experience.

This has now been resolved and Distribution Engine settings can be saved any time, whether its running or not

Algorithms

Team level round robin

Previously, the round robin algorithm only used distributor level ordering - an independent round robin order for each distributor. This is ideal for assigning evenly per segment (e.g. an even share of hot leads and an even share of warm leads). However, some customers (particularly those assigning cases), would prefer a team level round robin order - the round robin order shared among all the distributors on a team.  E.g. if an agent has received a case from the P1 distributor they should be at the back of the round robin order for the P2 distributor.

With Gorilla, you can now choose which round robin level to use, team or distributor. This is a new setting in the team details page.

This will not affect the behavior of existing round robin distributors. These will remain as distributor level order. The setting can be changed in the team.

Algorithms

Load balance and active cap by value

Previously, the load balancing algorithm balanced only by the count of records assigned. E.g. the number of cases assigned today. Likewise, the active cap feature would only cap based on the count of records owned which meet the active status definition.

Some customers would like to balance or active cap based on the total value of records using a chosen field. E.g. load balance or active cap cases based on a case complexity score (1, 2 or 3). So three cases with a score of 1 count the same as one case with a score of 3. 

In Gorilla its possible to choose whether to use record count or total value based on a field for load balancing and capping.  This is a new setting in the team details page.

This will not affect the behavior of existing  configurations using load balancing or active cap. These will remain as record count, but can be changed in the team settings.

Algorithms

Load balance by active count

A new setting at a team level is available to set load balancing distributors to load balance records by the active count . When this is used, records are no longer balanced based on distributions over a period as it is when set to daily, weekly or monthly, instead they always use the count (Or value if using load balance by value) of records assigned to the user that meet the active status criteria regardless of when they were assigned or if they were distributed by this team.

Algorithms

Monitored SLAs

The existing type of SLA checks the state of the record a single time, at a pre-defined time after assignment. The new Monitored SLAs check for SLA failure every time Distribution Engine runs, for up to two weeks. This means that if the SLA failure criteria is met, the record is instantly put into alert and auto-reassign occurs if configured.

This can be useful if you have your own SLA checking you want to integrate with Distribution Engine. E.g. you have a process to set a custom "cadence missed" checkbox. Monitored SLAs in distribution engine can continuously monitor this checkbox, and if set, the SLA would have failed and an auto-reassign could occur.

Monitored SLAs should be used where instant reassignment is required and there is no requirement for time to elapse before checking the SLA status. (For example, it wouldn't be appropriate where a lead needs to be contacted within two days, as the Monitored SLA would instantly fail if the lead hadn't been contacted on assignment)

UI

Widget - real time notifications

The widget can now optionally display real time notifications which will display a pip on the New icon when a new assignment is received, without the user having to refresh the page. This can be enabled from the Distributions Settings page.

Inline Page

New Lightning Inline Page

A new Lightning inline page can be added to Lightning Record pages which displays all the appropriate details relating to the Classification, Distribution and Tracking aspects of Distribution Engine for that record.

 

Algorithms

Improvements to Rejection

New options are available in Distributors within teams where Assignment Rejection is enabled. These allow users to configure whether rejections will be replaced and whether rejections will remove Sticky for no records, all records, or only records which created a new sticky.

 

 

 

 

API

Rejection API

A new global API has been added, allowing for rejection to be invoked from Apex or from your own Salesforce Flow or Process Builder logic.

This can be used to create automatic rejection processes, e.g. where data was incorrect and subsequently fixed, the assignment could be automatically rejected and the reassigned to the correct person.

For more information on calling the Rejection API, see the global rejection API knowledgebase article and Rejection API example.

Logs

Object names retained in logs after deletion

Team member names are now retained in logs when that team member is removed from a Team. Additionally, Team names are now retained in logs when that Team has been deleted.

Distributors

Tag Filter limit increase

Previously, the limit for the number of tag filters used within a team member filter was three. This has now been increased to five to offer increased flexibility.

Classifier

Backfill by Record ID

When backfilling records for Territories or Lead Matching in the classifier, you can now filter by Record ID, allowing for a specific record to be processed.

Teams & Distributors

Active Capping on Non-Owner Assignment Teams

Active capping is now available for any team where the 'assign to' field is set to a field other than owner.

 

Defects

Area

Name

Description

Widget

Service Console Issues

Corrected issue where the widget would not navigate to the "Alert" or "New" tab if they were already open.

Widget

Loading with large assignment volumes

Widget can now load if the user has received over 50,000 assignments in the past seven days.

Logs

Low volume log retention

Distributor_scheduler_logs no longer retaining for longer than expected when using low volumes.

Tags/Territories

Manual territory tag creation

Fixed an issue where users could manually add tags to Territory tag collections.

Scheduler

Multiple schedulers running

Removed the ability to run multiple Distribution Engine schedulers simultaniously in some scenarios.

Sticky

Auto-Reassign cancelling stickies incorrectly.

Resolved an issue where auto-reassign would cancel a sticky on the new assignee incorrectly.

Console

Delay Calculation

Delay calculation now takes into account when Distribution Engine was started in cases where it wasn't previously.

Action Tracking

Action Tracking not considering owner changes

Action Tracking will now no longer consider actions from previous owners .

 

 

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