Plauti Assign lets you specify an Assignee's working hours, and will then only assign during those hours. Quickly switch between schedules if Assignees can have different working hours throughout the year. Ensure that records aren't assigned to Assignees who are not around to pick them up.
Things To Know
- 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 Match Group, by having multiple Assignees. In such cases you can set different schedules per Match Group/Assignee.
Out of Hours vs. Out of Office
An Assignee can be Out of Hours, but they can also be Out of Office. What is the difference?
- Out of Hours relates to the Working Hours as discussed here. They can be set per Assignee, meaning one User can have a record assigned or not depending on which Match Group the record matches with.
- Out of Office is set per User, on their Salesforce User record. It then automatically applies to all of the User's Assignee records where assignee setting ‘Do Not Assign When OOO’ is toggled to Active, regardless of the Working Hours that are set.
Accessing Working Hours
Working hours can be reached in a few different ways.
-
Per Assignee:
Find the Working Hours for one specific Assignee on their Assignee record, below their Assignee Settings. Here is where you can configure an Assignee's Working Hours schedules. -
Per User:
Find the Working Hours for all Assignees belonging to one User via the Assignee Summary > tab By User. Quickly update or switch between Working Hours schedules here, or bulk update all of their currently active schedules in one go. -
Per Match Group:
Find the Working Hours for all Assignees belonging to a certain Match Group via the Assignee Summary > tab By Match Group. Quickly update or switch between Working Hours schedules here, or bulk update all of the currently active schedules in one go.
Creating Working Hours Schedules
New Working Hours schedules are added on the Assignee record. Scroll down to the ‘Working Hours’ section, below the Assignee Settings.
- Click New
to add a new Working Hours schedule, or select Edit 
in the action menu of an existing schedule to update it. - At Schedule, enter a descriptive name for the schedule.
If you give identical or related schedules in different Match Groups the same names, switching between them in one Match Group will switch them in other Match Groups as well. Read more below at ‘Switching between Working Hours Schedules’. - Toggle to Active to apply this schedule to the Assignee right away.
- Enter the start and end times for each working day. On non-working days, set the same start and end time to indicate the Assignee is not working that day.
- Click Save.
- Repeat with a different Schedule name and working times to create additional schedules for this Assignee if applicable. Only one schedule is active at a time.
The Assignee will now only get records assigned during the working hours of the active schedule.
Existing Working Hours schedules can be edited via the Assignee Summary as well. In the Schedule column, select ‘Edit active working hours schedule’ from the menu to update the currently active schedule.
Switching between Working Hours Schedules
Quickly switch between Working Hours schedules:
- On an Assignee record, in the Working Hours section, select Activate
in the action menu of the schedule you want to activate.
Or, to change schedules for multiple Assignees, go to the Assignee Summary tab in the top Nav bar:
- Click the ‘By Match Group’ tab to change schedules for multiple Assignees in a Match Group. In the Schedule column, select a schedule for each Assignee.
- Click the ‘By User’ tab to change schedules for multiple Assignees of a User. In the Schedule column, select a schedule for each Assignee.
Switch multiple schedules in one go
If a User is set as an Assignee across multiple Match Groups, you can link their schedules to change them all at the same time. To do this, make sure the different Assignee records of the User all have working hour schedules with the same names (e.g. all Assignees of the user have a Regular and a School Holidays schedule). The hours of these schedules can differ between Assignees, as long as they have the same name.
If you then change the schedule for one of the Assignees in the Assignee Summary, all other Assignees of that User will then also change to the working hour schedule with the same name.
Click Refresh 
in the overview if you don't see the results right away.
This only works via the Assignee Summary ('By Match Group' tab or ‘By User’ tab), not when a different schedule is activated on the Assignee record.
Bulk Editing Working Hours
With the ‘Bulk edit all working hours for…’ you can quickly update the hours of multiple schedules. Edit the hours of the active Working Hours schedules of all Assignees of a Match Group or User in one go.
The Working Hours schedules that are currently in use will be updated with new hours. Assignees that do not have a Working Hours schedule yet, and are set to be available 24/7, are not affected.
- On the Assignee Summary tab, go to tab ‘By Match Group’ or ‘By User’.
- Find the Match Group or User that you want to change the active hours of.
- In the action menu of the Match Group or User, select Bulk edit all working hours for match group
or Bulk edit all working hours for user 
. - Set the new hours.
- At bottom left you can confirm how many schedules will be updated. If you agree, click Save.
When all Assignees are Out of Hours
When you have set up working hours for all Assignees in a Match Group, it can happen that they are all Out of Hours when a new record comes in. 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.
Queue User
The Queue User is configured in the Match Group Settings. Records remain queued at this Queue User, with a Use Plauti Assign value of QUEUED, and a Match Log entry that indicates the record is awaiting assignment. Plauti Assign regularly checks if any Assignees are available again. Then, when an Assignee becomes available, Plauti Assign assigns the queued records as if they had just come in.
Read more in More About QUEUED Records.
Overflow
If no members in a given MatchGroup are available or if all have reached their workload limit, Plauti Assign's Overflow Logic can automatically move a record to the next MatchGroup in the sequence that has the required skills. Plauti Assign evaluates all MatchGroups based on their priority and MatchRules to find a suitable team member for the task.
Read more in Overflow Records to the Next MatchGroup.
