1. First create a new Capacity Model
- Go to the CapacityModels tab and click New
- Give it a descriptive name. In this example we will create a model that defines new leads (Lead Status = New). (Note for users of previous version of SuperRoundRobin - this example is how you replace the functionality of MaxNewLeads that has been superseded by Capacity Models).
2. Set Criteria - this is the heart of the Capacity Model
After creating a new Capacity Model, you will see a pane on the right like the one above, entitled 'Configuring CapacityModel: ...'
- Set the criteria that defines your capacity model by selecting the field, operator and value as desired.
- In our example above, we define assignee capacity as a number of leads where the Status is 'Open - Not Contacted' and is not deleted.
- If you use the INLIST or NOTINLIST operators, use the | (pipe) character to separate the list items. e.g. LeadSource INLIST Web|Phone|Email
- The LIKE and NOTLIKE operators are to be used with the % wildcard character. e.g. LeadSource LIKE Web_% will match Web_xyz etc.
- Text values used with the INLIST and NOTINLIST operators can also use the % wildcard character e.g. LeadSource INLIST Web_%|Phone|Email
- TextArea fields like Description cannot be used as CapacityModel Criteria due to a Salesforce query limitation
- If you want to limit records per day, use CreatedDate EQUALTO Today
3. Set Criteria Logic
After setting the criteria, note the number in the green badge - the Criteria Logic Number. Use these numbers to specify the Criteria Logic - i.e. if both conditions need to be true then you will want 1 AND 2 as your Criteria Logic. Ensure all opening brackets have a matching closing bracket. Invalid logic like 1 AND (2 OR 3 will render the Capacity Model inactive and will be ignored until the logic is valid. Allowed Logical Operators: AND, OR. If you leave the Criteria Logic blank, it will default to AND logic across all criteria.
4. Apply to MatchGroup
Then apply the Capacity Model to one or more of your MatchGroups. Find the Capacity Models related list on the MatchGroup page, and click New. Add the Capacity Model. A checkbox setting on the MatchGroup page called AdjustCapacityDuringBulkTransactions should be ticked if you want the Capacity Model to apply when the CapacityThreshold is met during a bulk import transaction.
5. Set the Capacity Threshold for your Assignee(s)
Finally, in the Assignee records for that MatchGroup, set the Capacity Threshold number to whatever is appropriate for that Assignee.