Active status

Within the team settings page, we have an Active status field and Active status values. This section explores these settings in more detail.

What does active mean?

So firstly let's define what active means to the Distribution Engine. When a Lead or Case is currently resulting in some work to the team member then we consider it active - it's occupying some of that rep / agent's capacity.  So a new Lead is probably active. A qualified Lead is probably not active. A Case with a status of Working is probably active. A Case with a status of Closed is probably not active. The active status allows you to decide what is an active piece of work within your organization.

Why do we need to define active status?

Active Status is used for SLA monitoring, for capping using Active Capping, and for Load Balancing using Active Count/Value. 

Active Capping - Can be defined at the Team or Distributor Level

  • When using Active Capping with Record Count, we count the total number of records a Team Member owns that matches the Active Status defined. Records are counted whether assigned to the team member via Distribution Engine or outside of Distribution Engine. 
  • When using Active Capping with Total Value, we will add the values of the defined field for all records owned by a Team Member that match the Active Status. Records field values are counted whether assigned to the team member via Distribution Engine or outside of Distribution Engine. The final value is truncated to the integer. 

Load Balancing with Active Count/Values 

  • When using Load Balancing with Active Count we count the total number of records a Team Member owns that matches the Active Status defined. Records are counted whether assigned to the team member via Distribution Engine or outside of Distribution Engine. Team Members receive assignments until they all match the team member with the highest Active Count. 
  • When using Load Balancing with Active Total Value, we will add the values of the defined field for all records owned by a Team Member that match the Active Status. Records field values are counted whether assigned to the team member via Distribution Engine or outside of Distribution Engine. The final value is truncated to the integer. Assignments will be balanced so that all team members have an equal or greater than total value of the highest team member. 

How is this different from filtering?

Active status is used to monitor how busy each team member is. Filtering determines which records they can receive. A filter might only select records with a specific rating or certain priority. The filter is controlling the type of record being assigned. The active status controls the current workload.

Active Status and SLAs

Once assigned, SLAs will only fire for Leads or Cases which are still active. For example, if you have an SLA set up for Leads: "60 minutes, Status not equal to Contacted", a Lead which is closed within an hour will not fire the SLA.

How did we do?

Team Settings

Assignment Field

Contact