Frequently asked questions

How can I test Distributely before going live?

Before going live you can test Distributely by doing the following

• In Distributely under Settings > Distributions make sure the Distributions Active toggle is in the off position
• In HubSpot turn on the workflow using the Distributely workflow action

The Distributely action in the HubSpot workflow will pass records from HubSpot to Distributely, but record owners will not be updated while the Distributions Active toggle is in the off position. As records are enrolled in the workflow you will be able to see which teams they would have matched and the agent they would have been assigned to in the Distributely Logs. You can find Distributely Logs under Accounts > View Logs.

Why aren't owners being assigned in HubSpot?

Make sure to check the following items if you notice that Distributely is not behaving the way you expect it to

• Workflow: Do you have a workflow in HubSpot turned on with records enrolling correctly and the Distributely action included?
• Schedule: Do any of your agents have scheduled time off that would pause them from the rotation?
• Availability: Do any of your agents have availability during certain days of the week that would pause them from the rotation?
• Rules: Are your team rules set to match incoming records appropriately?
• Routing: If you are using a weighted round-robin or capacity-based weighting, are any reps weighted significantly lower than others?
• Routing: Under your routing rules is the active box next to a team member's name checked?
• Team Type: Is your team set up as the appropriate team type (contact, company deal or ticket)?
• Team Active: Is your team set to active?
• Distributions Active: Under settings, is the Distributions Active toggle set to the On position?
• Default team: Do you have a team set as your default team?

Why did someone get multiple leads in a row?

Make sure to check the following items if you notice that multiple records were unexpectedly assigned to a single agent in succession

• HubSpot Settings: In HubSpot, under Settings > Data Management > Contacts > Setup, do you have "Assign company owner to contact by default" checked? When this box is checked multiple contacts from a single company will be assigned to a user in HubSpot.
• HubSpot Workflows: Do you have any HubSpot workflows that are configured in a way that would assign a record to an owner that would interfere with Distributely?
• Time off: If any of your Distributely agents have time off, then they will be skipped in the rotation while they are unavailable which can cause other agents to be assigned more leads than normal.
• Schedules: If any of your Distributely agents have a weekly schedule, then they will be skipped in the rotation while they are unavailable which can cause other agents to be assigned more leads than normal.
• Capping: If any of your Distributely agents have a cap, then they will be skipped in the rotation while they are unavailable (when they are above their cap) which can cause other agents to be assigned more leads than normal.
• Agent status in a team: If the Active checkbox next to an Agent's name is not checked within a team they are associated with, then they will be skipped in the rotation which can cause other agents to be assigned more leads than normal.
• Changes to routing rules: If you are using a weighted round robin, are any reps weighted significantly lower?
• Changes to team rules: If you add or remove someone from a team, then the sequence in which records are assigned to owners will change. This can cause agents to be assigned multiple leads in succession.
• Changes to weighting: If you are using a weighted round robin and you change the weighting percentage within a team, then the sequence in which records are assigned to owners will also change. This can cause agents to be assigned multiple leads in succession.
• Changes to team members: If you add or remove someone from a team using a weighted round robin, that will change the weighting within that team and therefore the sequence that records are assigned to owners will also change. This can cause agents to be assigned multiple leads in succession.

Why was I assigned records when I am not on the team?

When Distributely receives a new record from HubSpot, we will evaluate it against the rules of the corresponding team type in their order of priority. If the record does not match any of the rules in your active teams, then it will be assigned to the default team. If the agents in the default team are unavailable, then the record will be assigned to the admin of the account. The admin of the account is the individual who connected Distributely to HubSpot. 

How does Weighted Round Robin Work?

First things first, when you select weighted round robin as your routing rule, then all of the weights must add up to 100. Distributely will prevent you from saving your routing weights when this is not the case.

Once your weights are set, then they will reflect the number of records that will be assigned to a given agent over the course of 100 records. What happens in our system is that a sequence of the agents in the team is produced which will assign the exact number of records to those agents based on their associated weight over the course of those 100 record assignments. When you click the preview link next to save weights you can see the sequence produced by Distributely. After 100 records have gone through the sequence, the sequence will start back at the beginning and assign agents in the same order over the next 100 records.

The sequence will prevent an agent from showing up in the sequence multiple times in a row as much as possible. When an agent has an outsized weight compared to other team members (i.e. a three-person team includes one agent with an outsized weight of 60 compared to the other two with a weight of 20) then that agent will show up two or three times in a row. As the variation of weights assigned to agents increases, the number of times a agent shows up in succession will also increase. That being said, regardless of the variation of weights within the team and the number of records that are assigned in succession, over the course of 100 assignments the appropriate number of records will be assigned to the agents within the team. This is all assuming that nothing changes related to the weights or availability of team members as the sequence runs its course.

If an agent is unavailable due to time off, a weekly schedule, or a cap, then they will be skipped in the sequence, in which case a record will be assigned to the next available agent in the sequence. As the unavailable agent is skipped, agents who are available may be assigned multiple records in succession.

If the weights are changed at any point, that will update the sequence and restart it from the beginning as a new sequence. This can cause an agent to show up multiple times in succession depending on where they appeared in the previous and new sequences.

If users are added or removed from a team, then the weights within that team will also change, which will update the sequence and restart it from the beginning as a new sequence. This can cause an agent to show up multiple times in succession depending on where they appeared in the previous and new sequences.

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