The Chili Piper Round Robin Algorithm was built to provide management the tools to determine how your organization handles meeting distribution in different scenarios, such as:
- When a new user is added
- Vacation Time Off - Workspace preferences setting determines if this variable is used. Learn More
- No Shows - Workspace preferences setting determines if this variable is used. Go to Setting
- Canceled Meetings - Workspace preferences setting determines if this variable is used. Go to Setting
- Discretionary Cases - A rep may receive a disqualified lead, and this may compel a manager to manually "credit a rep back"
The process in which you handle these situations can significantly impact your company culture. We recommend these decisions are made at a management level when setting up your Chili Piper account.
Chili Piper provides you and your organization the flexibility to execute the decision you make in the manner you see fit. This article aims to explain how calibration works and arm Chili Piper admins with the knowledge to execute your organizations' decision successfully.
When does Calibration happen?
- When a new user is added to an Active Round Robin Queue
- When an active user within a queue goes on Vacation
- This assumes the vacation setting is left unchecked. See more about Vacation rules for round robin.
- When done manually (only accessible by admins)
- When a meeting is reassigned from one rep to another within a queue (we credit back the original assignee)
How does Calibration affect the Current Level?
Current level* = Calibration + Total Meetings - No Shows* - Canceled*
*No Shows and Cancellations may or may not factor into the Current Level depending on the settings set by your Chili Piper Admin
The lower the rep's "current level", the sooner they will be up next in the queue. The rep with the lowest current level will always be marked up next in the round robin.
If multiple reps have the same current level, we will route based on their priority in the queue. Whoever is higher on the list will be prioritized to get the next meeting.
Navigate to the Round Robin history for a queue
Click the pencil icon to adjust the calibration.
To add false meetings to the user's count, add positive numbers, e.g., 1. To credit back a meeting, use a negative number, e.g., -1.
There is no limit to the total number you can add / credit back.
Once manually adjusted, you should see the user's "current level" reflect the change.
Why the "Next In Line" is not assigned? Why reps' Current Level is not being updated?
If you notice that the star icon is missing within your assignee's list, not pointing to who is the next in line, and/or the assignees' Current Level is not being updated, some reasons could explain this behavior:
The Default Booker has no active calendar connection, or their current connection is not working correctly. Since we use the Default Booker as a proxy to access the assignees' calendars, having no connection or having issues with their connection will likely impact the queue's data.
Click here to understand more about the role of the Default Booker.
- The assignee has no calendar connection. Similar to what was mentioned in the topic above for the Default Booker, the assignees also need a calendar connection to have their data updated and have meetings assigned to them.
- The Default Booker has no access to the assignees' calendars: this may also happen due to any lack of permissions to access the assignees' calendars; it commonly happens when the Default Booker has a different mail domain from the assignee, but it can also happen between users from the same domain.
Click here to see some suggestions from Google and Microsoft knowledge base on how to ensure users have the proper permissions between them.
Note: We do not take calibration into account within "Queues for prospects who didn't take action" queues in a Concierge router.