Round Robin - Fall back Agents

HubSpot Ideas
1

When setting up a round robin currently if more than one agent is available the Round Robin will choose the one who was last booked the longest ago.

We are keen to increase availability but have certain agents as back up or fall backs. I.e. if more than 1 agent is available ask the system to prioritise specific agents.

This would be extremely useful to allow us to ensure capacity whilst allowing some agents to work on other things the majority of the time.

2

Hi @BTA1 We created a solution that gives users more flexibility over the round robin feature in HubSpot. Including:

  • Round robin / Weighted distributions
  • Capacities for contacts and deals
  • Service level agreements
  • User availability and out of office dates

And more!

Check us out on the HubSpot app marketplace where you can find more information about our solution!