Assignees can be unavailable for a number of reasons: they might be Out of Office, Out of Hours, Inactive, At Capacity or Unlicensed. If all the Assignees in a Match Group are unavailable, then Plauti Assign has nobody to assign the record to. In that case, the record will match the Match Group, but it is either assigned to the Queue User, or it overflows to the next Match Group, depending on the Match Group's configuration.

This article explains the Queueing option. Read more about overflowing in Overflow Records to the Next Match Group.

The Queue User

The Queue User doesn't have anything to do with Salesforce Queues; it is simply a user that the record is 'parked' with until it gets assigned to one of the designated Assignees. As such it is a good idea if the person you set as the Queue User is not normally dealing with these records on a day to day basis. It can be a system administrator account, team manager, etc. 

The Queue User is specified on the Match Group:

Change the Queue User on the Match Group's Settings subtab.

The Queuing Process

1. A record is matched with a Match Group, but all Assignees turn out to be not available. Furthermore, overflow is not enabled for that Match Group.
2. The record is instead assigned to the Match Group's Queue User, with the Use Plauti Assign value set to ‘QUEUED’, and a Match Log entry that indicates the record is awaiting assignment.
3. Plauti Assign regularly runs a number of scheduled jobs, labeled “SRR Queue Processor”, to check if any Assignees become available.
4. As soon as an Assignee becomes available again, Plauti Assign assigns the queued records as if they had just come in.

Manually re-assigning a queued record

If someone else decides they want to change the ownership of a queued record manually, they must take care to change the value of Use Plauti Assign to FALSE. Otherwise Plauti Assign will continue to manage the assignment of the record, and as long as the Match Group Assignees are still not available, the record will return to the Queue User.

The Queue Polling Jobs

Every 10 minutes, one of the SRR Queue jobs will run to check if Assignees have become available again. They query Salesforce for records with the Use Plauti Assign value set to ‘QUEUED’, and run them through Plauti Assign rules to attempt assignment.

Usually you have already set up these jobs during the initial setup of Plauti Assign. To make sure they are set up properly you can check the following:

• In Salesforce Setup, go to Scheduled Jobs. You should see six jobs that start with ‘SRR Queue Processor’, scheduled to run 10 minutes after each other, plus a ‘SRR Check Queueables Running’ job. 

If one or more scheduled jobs are missing, go back to Plauti Assign. Go to tab Assign Setup > Jobs & Maintenance. At ‘Create Jobs’, click Create Jobs. 
The scheduled jobs will now be created so that the queued records can be assigned.

Job Batch Size

By default these jobs will query the oldest 50 QUEUED records for each object you use Plauti Assign for. This is called the Batch Size: the number of queued records per ObjectType, per Job. So if you have Match Groups for Leads and Opportunities, and the batch size is set to 50, it will select the top 50 queued Leads and the top 50 queued Opportunities in a single scheduled job run. 
Whether these are the 50 oldest or newest records depends on your set value for ‘Sort Order for Queued Records’ in the Settings in Assign Setup; the default is oldest.

Changing The Batch Size

You may want to increase or decrease the Batch Size number. For example if you receive many hundreds of leads over the weekend you may want to increase this to 200; or it might be that you use High Velocity Sales and you are hitting the 'You can only add 20 targets to a Sales Cadence at once' error - so you'll want to set the batch size to 20 or less.

To change the batch size:

1. In Plauti Assign, go to Assign Setup > Settings
2. At right, click Configure
3. At Batch Size, change the number to the desired value
4. Save

Setting the value to 0 would effectively stop the job from querying and processing any QUEUED records. However, we strongly recommend not doing this, but instead use Pause Assignment if you want to temporarily halt the processing of QUEUED records.

Be aware that increasing the batch size to a high number (thousands) will consume more resources, and depending on the level of automation against your records upon update, this may cause the jobs to fail. Remember the jobs run every 10 minutes consecutively, so if you can reduce this number and allow the QUEUED records to be processed over a period of time this will have less impact on resource usage.