Hi Team,
In Karma Group, they have the process of nurturing the leads by assigning a fresh lead to a user and if the user is able to convert the lead then it will stay with him, otherwise they wait for 14 days (lead will be first sales user) and then within his team only, the lead will be distributed to other reps, so that the other user can try to convert the lead and push it to closure.
Issue : The distribution is based on User Properties and the issue is that a few sales users whose name starts with A, B, etc are getting almost 50% more leads than the sales users whose name are starting with R, S, etc. (Note user availability was not set, just normal RR). So if we extrapolate this for a month, then one rep will get 100 leads and other will get 50 leads.
If we see the below SS, the two leads got allocated to Harish within five minutes (within the first round of round robin). Ideally the second lead should have gone to some other user.
Reason: We checked the same with Pabika Rai and the main reason for the issue is because of the conditions set in the User Properties. There is a exclusion criteria set for the user’s mail id so that the previous lead owner doesn’t get the lead again, but due to this condition, there is a RR list created every time in the automation i.e. for each and every lead entering the automation, due to this conditions there is a fresh RR list prepared which is causing people in the TOP of the list getting more leads. If conditions like these are set then there is a high possibility of un-equal distribution.
Also, if there is a bulk trigger automation and leads enter the distribute card at the same time, in such cases to process the requests multiple threads in the CPU will utilized (parallel execution) so the distribute cared will not be able to calculate accurately i.e. how many leads have been assigned to the user, so there is a high possibility of unequal distribution. (PFB the screenshot where 4 leads entered the distribute card and two users were in the group the lead allocation was not 50:50 one user got 3 and other user got only 1 lead)
Solution: The Lead Distribution works fine and tries to give equal distribution but if there are any conditions given which makes the RR list to refreshed every time or if there is parallel execution of the same automation then equal distribution cannot be expected. Note this is not a defect it’s the functionality of the distribute card, we are giving more complex conditions due to which it’s not able to keep track of the count.
So in those cases kindly switch to Lapps, there all the conditions can be checked properly, kept in memory and equal distribution can be done, which is currently not possible in Distribute Card of the automation.
Thanking You,
Rohith K
