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
Hummingbird
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
GDPR
Policies
Migrating Licences
Contact us
Latest Release
Table of Contents
- All Categories
- Configure Distribution Engine
- Distribution Availability
- User Availability Toggle
User Availability Toggle
User Availability Toggles allow your team members to toggle themselves on / offline using the Widget. This optional feature allows for more fine-grained control over availability, for example your reps will be able to mark themselves as unavailable during a meeting. You enable this feature on the Distribution Settings page.
Why use the toggle for sales teams? For some companies, time to contact is critical. Within your sales operation having leads being assigned to reps who are not currently working can reduce conversion rates. The toggle allows these reps to let Distribution Engine know they won't be responding and hence won't waste leads that other people could be chasing up.
Overview
To control the availability of teams and team members, Distribution Engine offers Distribution Holidays (to shut down entire teams by region), Distribution OoO (for individual absences) and Distribution hours (at the team and user level and Shift levels). All these limit the availability of the teams and their members. Some customers, however, need more fine grained control over availability during the course of the day. To achieve this we have user availability toggle functionality, which is a toggle on the widget allowing reps to toggle in and out. They will only receive assignments when toggled in.
Configuring User Availability Toggles
To enable user availability toggles, navigate to the Distribution Settings page and enable 'User Availability Toggles'.
Toggle Off Reasons
You can optionally make your reps specify a reason for toggling offline. This is controlled by the "Require reason for toggle off" setting. Once enabled, you can then define a list of reasons that your reps can choose from when toggling off. These reasons are visible from the User Activity History report (below) and the User Activity chart on the analytics tab.
Timer Toggles
You can optionally enable the ability for your users to toggle off for a set period of time, after which they will automatically toggle back on. This setting can be enabled from the Distribution Settings page.
You can choose to define some toggle durations for your team, for example, allowing them to take an hour for their lunch break. Additionally you can select 'Use pre-defined durations only' to ensure that your users can only select from this list, otherwise they will be able to enter a custom duration.
Toggle status at end of day
You can ensure that all users start the working day in the same toggle state, either on or off, by using the 'Toggle status at end of day' setting, found on the Distribution Settings page.
Selecting 'No Change' will mean that toggle status will be the same at the start of a working day as it was at the end of the previous working day. Selecting 'Always toggle on/off' will alter all user's toggle status to on or off as appropriate at the end of their last shift on the previous working day.
This is useful in cases where you want to ensure that assignments at the start of a shift are made appropriately - either ensuring users need to manually toggle on when they are available at the start of their shift instead of relying on their state at the end of their last shift, or making sure users are automatically toggled on to avoid instances where someone was toggled off at the end of their previous shift.
How does the toggle work with other availability settings?
The user login mode toggle is at the bottom of the pile in terms of availability settings. It is only for controlling availability when the team member is allowed to be online based on their holidays, Out of Office or shift hours. If a team member is marked out of office based on any of these then the toggle will have no effect.
Manager view
As a manager or admin, you can see and override the current toggle status on the team member page for a team.
Audit trail
All toggle activity is logged, including whether a rep or their manager performed the action.
You can also view the toggle activity of the users by going to the User activity history report.
- Go to reports tab
- Distribution Engine reports folder
- User activity history report