As teams get bigger they often begin to cover different parts of the day and sometimes weekend shifts. It isn't always sensible to assign to everybody 24/7. Plauti Assign lets you specify a User's working hours, and will then only assign during those hours.

Things To Know

• In the near future all working hour settings will be moved to the Assign Setup tab > Match Groups > open a Match Group > Assignees subtab. Until then some settings are still only available on the Working Hours Summary tab.
• The ‘Status Now’ column shows the current availability of Assignees; whether they are Assignable, Out of Hours, Out of Office or Unlicensed.
• Working Hours respects the users' timezone. Their timezone is set in their User preferences, in Salesforce Setup > Users.
• A user can belong to more than one MatchGroup (e.g. Giselle below). In this case, it is possible to set different schedules. Below, you can see that Giselle has a set of hours for her Sales role and a different set of hours for her Support role.
• Red hours mean the start/end times are the same and they are not available for assignment that day.

Setting and Using Working Hours

• Open an Assignee record page via Assign Setup tab > Match Groups > open a Match Group > Assignees subtab. You'll see the Working Hours section at the bottom. Click the New button to create a new schedule. Set the hours as appropriate.
• Create one or more schedules. Only one will be active at a time; if you activate a schedule it will inactivate the previously active schedule.
• Navigate to the Working Hours Summary tab as seen above to see the summary of Assignees by MatchGroup, and their active schedules (if set).
• If an Assignee doesn't have a schedule set, they will be available for assignment 24/7, unless they are set as Out of Office.
• If they have more than one schedule configured, you can quickly and easily switch to a different schedule by selecting it in the dropdown on the Working Hours Summary tab. You will see the hours change to reflect the update.
• Note this convention: if a User is set as an Assignee across multiple Match Groups, you can link their schedules to change all at the same time. Make sure the different Assignee records of the User have working hour schedules with the same name (e.g. all Assignees have a Regular and a School Holidays schedule). If you then change the schedule for one of the Assignees, all other Assignees of that User will then also change to the working hour schedule with the same name.

What happens when no Assignees in a Match Group are Assignable?

• It is quite possible that in a Match Group there will be times that nobody is Assignable. In this case, records are queued with a user specified on the Match Group page: the Queue User.
• The records remain queued with that Queue User, with a Use Plauti Assign value of QUEUED, and a Match Log entry that indicates the record is awaiting assignment.
• As soon as an Assignee becomes available again, Plauti Assign assigns the queued records as if they had just come in.
• If someone else decides they want to change the ownership of the record manually, they must also change the value of Use Plauti Assign to FALSE, otherwise Plauti Assign will continue to manage the assignment of the record (and if the Match Group Assignees are still not available, it will remain assigned to the Queue User).
• The final thing to set up is to activate the jobs that Plauti Assign uses to assign the queued records. Usually you have already set this up during the initial setup, so we'll first check if that is indeed the case.
  1. In Salesforce Setup, go to Scheduled Jobs. You should see seven jobs that start with ‘SRR’ (six ‘SRR Queue Processor’ jobs, plus the ‘SRR Check Queueables Running’ job). If they're all there and have a Next Scheduled Run planned, you're set.
  2. 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.