Introduction

This article is to review some of the common questions/concerns related to contact routing within LoftyWorks. For a detailed explanation of how the contact routing works, please review the following: Contact Routing Rules.

Summary

• #1: Why would a Contact not go through contact routing?
• #2: When using Round Robin as the assignment method with the percentage divided equally for all agents, why is the distribution uneven? 
• #3: Why was a contact distributed to certain people instead of others?
• #4: As an individual agent/user on the team (not an admin), why was the contact not assigned to me?
• #5: Is there a way to PAUSE contact routing at night and then have it RESUME again in the morning?
• #6: Is there a way to trigger contact routing again after a contact has already entered the CRM?

Questions and Answers

#1: Why would a contact not go through contact routing?

There are three different reasons:

(a) Contacts are added manually.

(b) If one of the toggle buttons in the contact routing settings is not turned on, new contacts that fall into that category will not be sent through contact routing. Note: The routing log (see Contact Routing Logs) will show "N: option unmatched" in this scenario.

(c) The "Assigned to the listing agent" switch is turned on. When the button is ON, if a new contact enters LoftyWorks from a property, the contact will automatically be assigned to the listing agent for that specific property.

#2: When using Round Robin as the assignment method with the percentage divided equally for all agents, why is the distribution uneven? 

Please check the working hours of the agent on your team. If the contact was supposed to be assigned to an agent who was not within their working hours, they would be skipped on the distribution list. You can also reference Working Hours & Vacation Mode for more information.

Please also be sure to have the individual agents check their time zone. The time is calculated by the working hours that are tied to the agent's time zone preferences. Differences between agents in their time zone settings could result in an uneven distribution of contacts. The time zone is edited here:

#3: Why was a contact distributed to certain people instead of others?

There are three possible reasons for this:

• (a) If the contact routing rule is "Round Robin", check working hours as mentioned in question #2. When the contact is assigned to the agent, if the agent is not in their working hours, it will skip them and assign the contact to the next person in line.
• (b) If the contact routing method selected is "Next Up" or "Blast Alert", the agent who claims the contact is the one who gets the contact.
• (c) If both of the previous items are checked, take a look at the timeline for the contact. It might be that during the routing process a user with access to the contact manually assigned the contact, interrupting the contact routing.

You can also refer to this feature for additional information: Contact Routing Logs.

#4: As an individual agent/user on the team (not an admin), why was the contact not assigned to me?

In addition to the above possibilities outlined in #1-#3, it might be that the Team Admin/Owner did not add you to the contact routing rules as this is not an automatic process and must be done manually. Check with your Team Admin/Owner to have them make sure you are included in any distribution rules that should apply to you.

#5: Is there a way to PAUSE contact routing at night and then have it RESUME again in the morning?

No, currently there is no feature to pause contact routing during a specific schedule. As workarounds, we would recommend setting up your contact routing rules so that Next Up/Blast Alert rules (which require a contact to be claimed) are in place but then a catch-all Round Robin rule with the same assignees that does not require a contact to be claimed. Using this method, if a contact comes in during the middle of the night, it will trigger the Next Up/Blast Alert, but if an agent is not available to claim it, you can still distribute the contact without requiring it to be claimed by using Round Robin. 

Keep in mind that you want to assign the contact to an agent as soon as possible because the Welcome Email will not be sent until the assignment is finished.

#6: Is there a way to trigger contact routing again after a contact has already entered the CRM?

Yes. See Re-Routing Groups.

More Information

As a reminder, a full outline of how contact routing works in LoftyWorks can be found in the following article should you need to understand more about how contact routing works: Contact Routing Rules.

Questions?

If you have any questions about this topic or anything else, please get in touch with our Support Team. You can email us at <Support@LoftyWorks.com> or call us on +44 330 321 3500.