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Round Robin Calibration

Serban
  • Updated

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?

  1. When a new user is added to an Active Round Robin Queue
  2. When an active user within a queue goes on Vacation
    1. This assumes the vacation setting is left unchecked. See more about Vacation rules for round robin.
  3. When done manually (only accessible by admins)
  4. 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.

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Regarding weighting, the higher the rep's weight is compared to others will impact their current level as well. Generally, a rep with a lower weighting will have a higher current level than a rep with a higher weighting.

Manual Calibration

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.

Note: We do not take calibration into account within "Queues for prospects who didn't take action" queues in a Concierge router.

 

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