How to handle records with failed assignments due to inactive/unlicensed or unavailable users?

This article will help you understand how to handle records with failed assignments due to inactive/unlicensed or unavailable users.

All routing components in PowerRouter have a Catch All Assignments feature that allows the record to move into the Skipped path and perform some actions if the user or team used in the Route Components is inactive/unlicensed or unavailable..

The following benefits come from this feature:

• Use the routing components in the skipped path to assign records to the manager or user who handles skipped records.
• By using the Send Email Component or Slack Component in the skipped path, notify the manager that the user/team added in the prior routing component is either inactive/unlicensed or unavailable.

 

Steps to enable Catch All feature in Route Components:

1. Go to the Workflow section.
2. Create a Lead workflow with the name Catch All Record.
3. Drag the New Lead Trigger component in the workflow canvas.
4. Drag a True/False component and add a condition as Country=’USA’.
5. Add Assign Owner/Queue component in Yes-path of True/False component and select a user.
6. Go to the Advanced section of Assign Owner/Queue component.
7. Enable Catch All assignments checkbox and enable Catch assignments skipped due to inactive or unlicensed in the Assign Owner/Queue component and click Save.
8. Add an Send Email component in the skipped path of prior Assign Owner/Queue component. The Send Email Component will send notification to the added email address of the manager about the Inactive/Unlicensed user so that manager changes the user accordingly.
9. Add Route to Team component in the No-path of True/False component and select a team.
10. Go to the Advanced section of Route to Team component.
11. Enable Catch All assignments checkbox and enable Catch assignments skipped due to unavailable team/user in the Route to Team component and click Save.
12. Add an Assign Owner/Queue component in the skipped path of prior Route to Team component. The Assign Owner/Queue component will assign the lead to the user selected in the component when the team used in Route to team component is unavailable.
13. Click Save and Publish the workflow.