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
Custom Classification Log List
Auto-Conversion Logs 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
Desktop or Mobile Notifications
Custom Assignment Rejection
Classify on Address Change
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
Meerkat Upgrade Process
Grant Login Access
Upgrading Distribution Engine Steps
Distribution Engine has two levels of cap. Distributor level caps limit the assignments made by a specific distributor e.g. hot leads. Team level caps limit the total assignments made across all distributors in a team.
Team level caps
Team level caps allow you to control the total number of assignments a team member receives, rather than having a cap per distributor.
For example, in a team distributing leads you may have 3 distributors, hot, warm and cold. If you wanted your team members to receive 50 leads per day in total across all 3 distributors, you could set a team-level daily cap of 50. The hot distributor would assign leads, and, if the team members are still within their limit of 50, the warm distributor will top them up with more leads, if they still have not reached 50, the cold distributor can assign them more leads until their total hits 50.
Team level caps can be set for up to 3 time periods and allow different cap levels for users with different tags.
The example below shows hourly, daily and weekly caps using a tag collection called "Tier". Tier 1 members can get up to 5 assignments per hour and 50 per day, while tier 2 members get 2 per hour and 25 per day.
Distributor level caps
Distributor caps limit the number of assignment made to each member through this distributor. In the example below we set the hot leads distributor to 5 leads per hour.
Fixed Cap periods
Hourly and Half-hourly caps will stop assignments once a team member has reached the maximum number of assignments within that time frame. The count resets on the hour or half-hour and distribution will start again. By default the reset is not rolling, for example, all Team member counts return to zero at 10:00 whether they reached the cap or not. If rolling hour or half-hourly caps would be preferred, you can use custom caps.
Daily caps will stop assignments once a team member has reached the maximum number of assignments per day. The count resets during the first distribution run after midnight on the Distribution Team's timezone.
Weekly caps will stop assignments once a team member has reached the maximum number of assignments per week. The count resets at the start of the week on the first distribution run after midnight on the Distribution Team's timezone. Which day of the week it restarts is according to the Running user's locale. (e.g. US: Sunday, UK: Monday)
Monthly caps will stop assignments once a team member has reached the maximum number of assignments per month. The count resets at the start of the month on the first distribution run after midnight on the Distribution Team's timezone.
Custom caps allow caps to be defined over user-defined time periods. All custom caps are rolling caps, meaning rather than resetting at a set time (e.g. every day at midnight) they use the cap period to determine how far back from the current time to check for assignments.
These are defined in minutes, hours or days and have the following minimum and maximum values:
- Minutes have a minimum cap period of 5 minutes and a maximum of 180 minutes
- Hours have a minimum cap period of 1 hour and a maximum of 168 hours
- Days have a minimum cap period of 1 day and a maximum of 31 days
Criteria caps allow for a cap to be placed on a distributor that limits how many records it will assign to users, based on a criteria, rather than a time period. This can be used to ensure that users only currently have a certain number of records from a specific distributor or in a specific state. Criteria caps can cap based on either 'Distributor Filters' or 'Field':
- Distributor Filters - Will count all records assigned to a user that meet the current filters for that team. Team, Distributor and Campaign filters are all considered.
- Field - Will count all records assigned to a user that match a defined filter, with up to 20 clauses.
To change the type of criteria based cap, click the underlined link below the the cap selection.
Criteria caps are able to work with Custom Classification stamp groups.
Active caps explained
Active caps are based on the number of active records (e.g. leads / cases) a team member owns or the total value of the field specified on the Distribution Team Details page. The active cap will stop assignments to a team member once their active count reaches the cap. The active count is calculated every time the Distribution Engine runs (e.g. every 5 minutes) and Distribution Engine counts the total number of active records or calculates the total value, no matter where the records came from. It is simply a counting based on ownership.
On the team summary page, you will see the Active Count for each team member.
Sticky Cap Options
When looking at the distributor level cap settings for a distributor with sticky enabled, you have a number of choices around sticky assignment's interaction with caps.
- Ignore caps - Sticky assignments will always assign to the sticky owner, even when they are at cap.
- Respect caps - Assign to next member - Sticky assignments will not assign over the cap, but will assign to the next team member as appropriate for the method. The sticky ownership is now transferred to the new member.
- Respect caps - Don't assign - Sticky assignments will not assign over the cap, the record will not be assigned by the current distributor.