Distribution Engine allows you to weight assignments within a team, to favour certain team members over others. It also allows you to implement caps, limiting how many assignments team members can recieve.
Each team has set distribution hours. These are the default working hours for everyone in the team. However, you can override this for selected team members e.g. if a team member is working part-time time.
Distribution Engine allows you to capture the time taken to follow up on an assigned record (e.g. speed to contact a lead) and also to enforce follow up times via SLAs. Records which fail SLA times can be automatically auto-reassigned.
Information about the configuration available to teams
