What is Round Robin?
Round Robin Algorithm
Curious to know what Round Robin is. Hurray! You have just landed on just the right page to know the whole caboodle about it.
In general terms, Round Robin refers to ‘a series or a sequence’. Consider the example of a card dealer here and assume that there are 4 people sitting around a circular table including that card dealer, Andrew. Let us say Andrew distributes the card to Player 1, then second card to Player 2, third card to Player 3, and then fourth card to Player 4. Now while distributing fifth card, he will again start dealing it to Player 1, sixth card to Player 2, and so on.
Round Robin Scheduling
For all you IT enthusiasts out there, Round Robin is an algorithm designed to fulfill the agenda of virtual load balancing in operating systems, and network communications by distributing elements to the respective groups in a circular manner to control network traffic . For instance, a round-robin load balancer distributes traffic (client requests) across a pack of servers in a loop. There are variants of the traditional round robin algorithm that handle load, storage and even computing capacities namely weighted and dynamic round-robin.
Being preemptive, the round robin scheduler would push the processes out of the CPU after a certain time quantum (fixed time allocated to each process) defined. Context switching comes into play to save the preempted processes state. For example,
Quantum: 5
Average waiting time= Avg (14, 4, 18, 18) = 13.5 units
Salesforce Round Robin distribution and assignment of leads/ cases
In Salesforce, Round Robin logic implies in assigning and distributing inbound records (leads, cases, accounts, and opportunities) to teams, users, and queues in a circular and logical manner. Similar to the example stated above, assume a team of 5 Sales reps. 1st lead gets assigned to Agent 1, 2nd to Agent 2, and then after the turn gets completed, 6th lead is assigned back to Agent 1. Using Salesforce, you could create a field (formula type) on Leadsà Mod(Value({!Lead_Number__c}), #reps)+1
Though there are limitations to implementing Round Robin Logic using Salesforce out of the box functionalities:
1. Load balancing is a challenge as the Admins cannot define the load that can be managed by an agent and the records it can handle for a specified duration. E.g. unit capacity and percentage capacity cannot be allocated to a certain sales rep like 4 (40%) records to be assigned to Sales Rep A and 6 (60%) records to be assigned to Sales rep B.
2. Knowledge of process builder, invokable actions, custom objects and fields, assignment rules and queue creation are required to fulfil the agenda.
3. Doesn’t take into account the absence of an agent from the list.
4. Can’t be replicated for various record types like cases, accounts and opportunities.
5. Team assignment could be a challenge.
6. Multiple Criteria cannot be deployed at a time as only one lead validation rule can be activated in a single go.
Recommended application from Salesforce AppExchange to fulfil your specific use-case:
Round Robin Distributor (RRD): Round Robin Distributor is a completely native Salesforce application that enables Salesforce Admins to easily configure without much technical knowledge and integrates well with the existing case and lead assignment rules in your salesforce org. RRD makes the lead and case assignment and distribution process quick for the Sales and Service teams across the industry.
Some applaudable features that RRD offers:
1. Round Robin Logic: RRD uses round robin salesforce logic to assign records as they are created and loaded into your salesforce org (via API/ data import) using criteria defined for multiple Sales and Service teams in your organizations. Distributes inbound records from the queues (integrates with Omni-Channel setup) to the right Sales rep in the right team as per the load and criteria.
2. Capacity Management: Users can define the ‘to be assigned number of records’ (volume of records and open items) which a sales rep can handle in a defined duration. This helps in salesforce load balancing and the same can also be replicated for teams and queues.
3. Real-time distribution: The inbound records are immediately assigned to the right reps in blink of an eye. If certain records need to be assigned after enrichment and update, then the distribution run in batches ranging from a few minutes to a day.
4. Relationship based Assignment: Assigns the records to the agent working on another/ similar case for the same client or in same geography and much more.
5. Customizable Schedules & Calendars: The assignment to a rep can be controlled with RRD user schedules. Helpful with teams working in different time zones, when some reps are on leaves, holidays and during short day breaks.
6. Auditing: Salesforce admins can verify every task and action from RRD Activity Log which updates the user on real-time basis on the actions performed in the application.
Round Robin Distributor is available to download from Salesforce AppExchange, on a month’s free trial. The team remains all geared up to help setup and configure your specific use case for your Salesforce environment. Get started with Round Robin Distributor today and fast pace your complex round robin assignments!
