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Process Allocator

Process allocator allows you to auto allocate processes like leads to actual users who will be working upon them. You can configure multiple allocators for a given procedure and also demarcate a default process allocator.

Source Filter#

The first step to configure an allocator is to define a source filter - which is basically a way for you to tell which processes are eligible for allocation. if left empty this will apply to all open and un-assigned processes.

But more often than not you would want to add filters like

  • process state - must be some of the initial states
  • score - qualification score thresholds
  • minimum data prerequisites - like having a phone number / email in the case of a lead

Source Sort#

You can also configure a sorting criteria for the allocator to use while looking at allocatable processes. This helps you set up orders like - allocate high priority leads first. You can have a list of sort criteria. For example you can sort a lead by high priority, latest creation timestamp and high lead_score

Target Criteria#

You will also need to define which set of users are eligible for allocation by a particular allocator. For example you could filter by role of a user or by some extra parameters like user profile data

Target Load criteria#

Generally the load of a user is needed to figure out

  • whether a user has remaining capacity to be able to handle more processes
  • who are the users with lower load to whom we should allocate

This criteria can be custom configured to be different from the source filter criteria

Least Load allocation#

The allocator will always try to assign users with the least load and will not allocate to a user if the user's max load has been reached

Max load configuration#

You can configure different max loads for different users.

Round Robin#

If all criteria matches and the current load is same for a set of users - then the allocator will try to do a round robin allocation. It will try to allocate to the user who got assigned the longest time ago. This allows the allocation to be fair.

Skill based allocation#

To come up with and implement granularity in your matching logic - you can set up skills for both processes and users. Processes can be configured to have a Required Skills configuration.

For example leads coming from a Spanish speaking country can be assigned spanish language skill. In this case the allocator will look for users who are tagged with language:spanish skills to be able to allocate.