Getting Started
Installation
Permissions
Widget & Inline Page
Classic - Distribution Engine Inline Page
Lightning - Distribution Engine Record Detail
Widget - Introduction
Adding Widget to a Lightning App
Adding Widget to a Lightning Page
Adding Widget to Salesforce Mobile
Adding Widget to a Classic Console
Adding Widget to Classic Homepage
Changing the Widget logout reason list
Before you Begin
Installation Overview
Whats in the Package
Triggers
Installation Process
Managed Package Licences
Page Layouts
Leaving A Review
Uninstall
Upgrading Distribution Engine
Configure Distribution Engine
Distribution Classifier
Territories
Territories Introduction
Create a Map
Import Territories
Territory Map Zoom Levels
Object Settings
Detecting Territories
Settings
Territories - Technical Details
Territory Distributor
Lead Matching
Lead Matching - Introduction
Duplicate Rule Setup
Related Owner - Lead Matching
Lead matching vs lookup owner
Classifier Lead Matching Setup
Lead to Account/Contact/Lead Settings
Custom Classification
Custom Classification - Introduction
Stamp Groups
Stamps
Custom Classification - Synchronized Tag Collections
Lead Auto-Conversion
Lead Auto-Conversion - Introduction
Lead De-Duplication
Lead Conversion
Configuring Auto-Conversion
Auto-Conversion Rules
Distribution Classifier - Introduction
Backfill
Delay Filters
Distribution Teams
Distributors
Distribution Methods
Distribution Methods - Introduction
Lookup Owner
Load Balancing
Round Robin
Related Owner
Sticky Assignment
Distributors Introduction
Distributor Types
Standard Distributor Settings
Pull Distributor Settings
Trigger Distributor Settings
Manual Distributor Settings
Distributor Sources
Distributing from a Designated User
Distributor Filters
Distributor Team Member Filters
Distributor Sort Order
Advanced Filter Mode
Distributor Test Tool
Weighting and Caps
Distribution Hours
Tracking & SLAs
Team Settings
Distribution Teams Introduction
Distribution Assignment Process view
Team Summary
Team Members
Team Availability
Team Performance
Assignment Rejection
Post Assignment
Stamp Rejection
Distribution Tags
Distribution Availability
Distribution Availability
Shift Hours
Out of Office
Distribution Holidays
Holiday Regions
Regional Holidays
User Availability Toggle
Distribution Settings
Distribution Settings
Calendar Integration
Advanced Settings
Distribution Engine Running User
Licensed users list
Export & Import
Import Errors
Trigger Settings
Email Notifications
Email Notifications - Introduction
Custom Email Notifications
Disabling Standard Email Notifications
Customising the Email Template
Disabling Custom Email Notifications
From Email Address
Email Notification as Flow
Assignment Simulator
Assignment Simulator - Introduction
Configure Assignment Simulation
Assignment Simulator Result Explorer
Advanced
Q2Q teams
Integrating InsideSales.com power dialer
Pardot
Auto archive feature
Uploading tags via dataloader
Salesforce Mobile
Tuning Distribution Engine
Setup Introduction
Queue Basics
Queues
Distribution Sync
Monitoring
Distribution Console
Console Introduction
Application Monitoring
Today's Distributions
Sources Console
Availability Calendar
Distribution Logs
Distribution Logs
Distribution Logs List
Territories Logs List
Lead Matching Logs List
Custom Classification Log List
Auto-Conversion Logs List
Object Sync Logs List
Scheduler Logs List
Archive Logs List
Exporting Log Data
Distribution Analytics
Distribution Engine Details Object
Distribution Engine Dashboard
Salesforce Reports
Reports - Leads and Distribution Logs
Change History
Setup Examples
Skill Based Matching
Assigning Contacts - Pairing SDRs and AEs
Delaying Distribution
Enforce Cap for Manually Assigned Records
Criteria Caps
Salesforce Admins
Workflow Rule Examples
Formula Examples
Domain Formula
Timezone Bucket Formula
Has Activity Formula
Territory Formula
Age Formula
Distribution Engine Details Formula
id Field to Text
Flow Examples
Chatter Notifications
Slack Notifications
Desktop or Mobile Notifications
Custom Assignment Rejection
Classify on Address Change
Assign on Action
Process Builder Examples
Process Builder - Avoiding Clashes
Opportunity Assignment - Updating Related Accounts & Contacts
Rejection API Process
Assign License and Permission Set on Team Member Addition
Assign License on Team Member Addition
Tasks on Record Assignment by Distribution Engine
Information for New Admins
Validation Rules
Developers
Apex API
Availability API
Classifier API
Out of Office API
Tags API
Team Members API
DE Apex API Introduction
Rejection API
System API
Trigger Distribution API
Apex Trigger Examples
Omni-Channel Presence Integration
Salesforce Presence Integration
Invalid Email trigger
Custom Triggers
Visualforce Examples
Troubleshooting
Warnings and Errors
Health Checker Messages
Scheduler Restarted
Distributor Failures - Records on Hold
Assignment Errors
Classifier Errors
Apex CPU time limit exceeded
Timeout when deleting a Team Member or Distributor
Records Stuck / Not Being Assigned
Support
Previous Releases
2.9
3
4
4.12
4.15
Armadillo
Bison
Chameleon
Dragon
Dragon beta release - install guide
Eagle upgrade process
Eagle
Fox
Gorilla
Gorilla Upgrade Process
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Hummingbird Upgrade Process
Impala
Impala Upgrade Process
Jellyfish
Jellyfish Upgrade Process
Koala
Koala Upgrade Process
Llama
Llama Upgrade Process
Meerkat
Meerkat Upgrade Process
Upgrade Links
Frequently Asked Questions
Legacy Widget - New status
Distribution Engine Aborted
Alerts not Firing
Distribution Engine Delayed
Can one Distributor Assign from Multiple Queues / Users?
Can't See Distribution Engine
Distribution Engine Not Running
Manual Shutdown of Distribution Engine
Exclude members from Holidays
Distribution Engine Health Checker Restart
Dashboard Running User Error
Assignments going to wrong user
Contact Support
Grant Login Access
Upgrading Distribution Engine Steps
Purchase
Purchasing Steps
Purchasing FAQs
Support Packages
Legal Agreement Details
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Contact us
Latest Release
- All Categories
- Configure Distribution Engine
- Distribution Teams
- Team Performance
Team Performance
The performance page gives an overview of your team member's recent performance. This page will show the key performance metrics for each team member over your chosen time period, as well as allow you to view and modify specified tag assignments. The dates for the data displayed can be altered by selecting the date picker dropdown.
Metrics
The metrics shown on the performance page are able to be tailored to your business requirements. By default, the metrics shown will be: Conversion Rate for lead teams, Close rate for Case and opportunity teams and Time to Action for any team using it. However, you can report on any numeric field from the distributed object as well as a number of other pre-defined metrics provided by Distribution Engine.
Configuring Metrics
To change the metrics displayed, click the page menu and then select ' Configure Metrics'. Here you can see the existing metrics that are displayed, in order to add a new metric, click the add new button at the bottom of the metrics list.
When adding or editing a metric, you must select whether the metric is a pre-defined Distribution Engine metric, or if you want a custom metric that tracks a field on the distributed object, or any related objectd.
For Custom Metrics, you must select a numeric, percentage or checkbox field from the distribution object that you want to report on, then select the operation to be performed on the field:
- Count - Checkbox fields only. A count of how many records have the ticked checkbox value.
- Sum - Number fields only. A sum of all the values for the chosen field.
- Average - Number and percentage fields. The average value for the field.
- Maximum - Number and percentage fields. The maximum value present for the field.
- Minimum - Number and percentage fields. The minimum value present for the field.
Pre-Defined Metrics
- Records Assigned (Count) - The number of records assigned to the user over the time period.
- Time to Action (For teams where this is enabled) (Avg, Max, Min) - If using the Action Tracking feature, this metric allows you to view the average, maximum, or minimum time taken to perform an action on a record.
- Reassignments (Count) (If enabled) - The number of reassignments made due to failed SLAs.
- SLAs failed (Count) (if enabled) - The number of SLAs failed.
- Records Rejected (Count) (If enabled) - The number of records rejected by the team member.
- Actions Tracked (Count) (If enabled) - If using the Action Tracking feature, how many actions were tracked.
- Distribution Fidelity (Count, Rate) - How many records assigned to the user during the selected time period, are still with that user.
- Hours Worked (Sum) - The hours worked column shows how many hours each team member worked over the duration. This includes shift hours, out of office and holidays. It does not consider toggle status in teams where that is enabled.
- Conversion rate (Leads only) (Rate) - The rate of leads that have been assigned over this time period that have been converted
- Close Rate (Cases and Opportunities only) (rate) The rate of cases or opportunities that have been assigned over this time period that have been converted.
- Time available (Percentage, Sum) As a percentage, this metric displays how often the user was toggled on, out of all the time that they could have been available. As a sum, this displays the total time toggled on. This metric discounts holidays and out of office as unavailable time.
Tags
Tags can be used to alter assignments based on performance. For example, you may want to weight distributions so that higher performing reps receive more records. By default, the performance page allows you to manage tag assignments from the tag collections used for tag-based weighting and tag-based caps, but this can be changed.
Changing a user's tags
To modify the tags for a single user, click on their row in the team performance table. This will open the tags sidepanel, which displays the tags assigned to that user, grouped by their tag collection. You can add or remove tags by clicking the appropriate checkbox next to the tags.
You can also modify the tags for multiple users by selecting the checkboxes next to the users and clicking the assign tags button. The modify assignments window will be launched. Note that any changes are applied to all selected team members.
Changing the Performance Tag Collections
To change which tag collections are shown, click the page menu and select Manage Performance Tags, you can then select from three options:
- None - This will not show any tag collections
- Weighting and Caps - This displays the tag selections (if any) used for weighting by tag and cap by tag.
- Custom - This allows you to select up to three tag collections to display.
Downloading performance data
You are able to download the performance data displayed as a CSV file. To do this, click the page menu at the top right of the page and select 'download data'.