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
Whats in the Package
Managed Package Licences
Leaving A Review
Upgrading Distribution Engine
Configure Distribution Engine
Create a Map
Territory Map Zoom Levels
Territories - Technical Details
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 - Introduction
Custom Classification - Synchronized Tag Collections
Lead Auto-Conversion - Introduction
Distribution Classifier - Introduction
Distribution Methods - Introduction
Standard Distributor Settings
Pull Distributor Settings
Trigger Distributor Settings
Manual Distributor Settings
Distributing from a Designated User
Distributor Team Member Filters
Distributor Sort Order
Advanced Filter Mode
Distributor Test Tool
Weighting and Caps
Tracking & SLAs
Distribution Teams Introduction
Distribution Process View
Out of Office
User Availability Toggle
Distribution Engine Running User
Licensed users list
Export & Import
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 - Introduction
Configure Assignment Simulation
Assignment Simulator Result Explorer
Integrating InsideSales.com power dialer
Auto archive feature
Uploading tags via dataloader
Tuning Distribution Engine
Distribution Logs List
Territories Logs List
Lead Matching Logs List
Auto-Conversion Logs List
Custom Classification Log List
Object Sync Logs List
Scheduler Logs List
Archive Logs List
Exporting Log Data
Distribution Engine Details Object
Distribution Engine Dashboard
Reports - Leads and Distribution Logs
Skill Based Matching
Assigning Contacts - Pairing SDRs and AEs
Enforce Cap for Manually Assigned Records
Workflow Rule Examples
Timezone Bucket Formula
Has Activity Formula
Distribution Engine Details Formula
id Field to Text
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
Out of Office API
Team Members API
DE Apex API Introduction
Apex Trigger Examples
Omni-Channel Presence Integration
Salesforce Presence Integration
Invalid Email trigger
Warnings and Errors
Health Checker Messages
Distributor Failures - Records on Hold
Apex CPU time limit exceeded
Timeout when deleting a Team Member or Distributor
Records Stuck / Not Being Assigned
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
Dragon beta release - install guide
Eagle upgrade process
Gorilla Upgrade Process
Hummingbird Upgrade Process
Impala Upgrade Process
Jellyfish Upgrade Process
Koala Upgrade Process
Llama Upgrade Process
Grant Login Access
Upgrading Distribution Engine Steps
Distribution SLAs (Service Level Agreements) notify you of missed targets. Usually, this is to enforce response metrics such as time to contact. SLAs enable you to notify your team when they miss the targets and can also cause auto-reassignment rules to take records away from team members.
Setting Up SLAs
From the Tracking and SLAs page turn on the SLAs toggle. The various settings are described below.
- Respect distribution hours - You can choose whether you want the SLA period to include the time the team member was not in the office.
- Team and member - does not include time where either the team or the individual were not working (according to their distribution hours) . Widget and Out of office status are not taken into account.
- Team only - does not include time where the team was not working (according to the team distribution hours).
- None - checks in real-time how long since assignment regardless of distribution hours.
- Alert type - There are three options for handling SLAs, Time Checkpoint, Custom Date/Time and Continuous Field Monitoring. The settings for each are described below.
Time Checkpoint SLAs
This is the standard way of performing SLA checks. Checkpoints are set at fixed times after assignment to check the value of a field.
These checkpoints are the criteria for a missed SLA. So in the screenshot above, Status not equal Contacted after 1 hour is a failed SLA which will be logged.
- Time since assignment - the time from an assignment that this SLA will be checked. e.g. 90 after minutes from assignment to a team member.
- SLA missed if - the field on the record to check. e.g. Status.
- Operator - the type of condition - e.g. equals.
- Value - the value to check for.
Continuous Field Monitoring SLAs
The SLA criteria will be continually evaluated for a set amount of time. If at any point during that time the criteria is true the SLA will be considered missed. This method is useful if you already have an established SLA process and want to flag SLA breaches to Distribution Engine in order to auto-reassign records.
- Time period to monitor - How long Distribution Engine will continuously check the configured criteria, up to a maximum of two weeks.
- SLA missed if - select the field, operator and value that should be monitored for.
Custom Date/Time SLAs
The SLA criteria will be checked at a date and time specified by a field on the record. For example, you could have a custom 'SLA Check' date/time field, which stores the time limit for the SLA action to be completed. This method is useful if you have specific times to check SLAs that change for each record.
- SLA Check After - The field which contains the value of the date/time for the SLA check
- SLA missed if - The conditions which will cause an SLA to fail.
If you have activated the standard Distribution Engine email notification workflow rule then your team members will automatically be notified via email when a record they received has gone into SLA notification.
Team members using the Distribution Engine widget will see a count of missed SLAs. They can click on these to see the list of those records.
The Distribution Engine console includes a count of missed SLAs by the team. You can click on these counts to view the individual missed SLAs and hover over the misses SLA icon to see the reason.
SLAs can also trigger reassignment functionality. See the Auto reassign topic for more details.