Use Overflow Logic to manage cases where all Assignees of a MatchGroup are unavailable or at capacity. Overflow Logic will automatically move records to the next suitable MatchGroup, ensuring records are consistently assigned even when the initial rotation encounters limits.
When a team reaches its capacity, any incoming records will be queued for that team. However, if your company operates in a competitive market where rapid responses are essential, having the record assigned to another team with available capacity is crucial. This is where Overflow Logic comes in.
If no members in a given MatchGroup are available or if all have reached their workload limit, Plauti Assign's Overflow Logic can automatically move a record to the next MatchGroup in the sequence that has the required skills. Plauti Assign evaluates all MatchGroups based on their priority and MatchRules to find a suitable team member for the task.
If in the end it turns out that no team members are available at all due to capacity constraints or unavailability, the record will be given a "no match" status. At this point, you can implement escalation rules to involve a senior team member for further assistance.
The Overflow sequence
- A record is first matched to the MatchGroup where it matches the MatchRules and that has Priority: 1.
- - If the record cannot be assigned to an Assignee of the MatchGroup, and
- ‘Overflow to the next MatchGroup’ is enabled,
the record will be moved on to the next MatchGroup where it matches the MatchRules, and that has Priority: 2. - If the record encounters two MatchGroups with the same Priority set, it will first pick one at random, and then the next one if it cannot be assigned there.
- The record will keep moving to the next MatchGroup, until either
- The record is assigned to an Assignee, or
- No more matching MatchGroups are present. In that case, its ‘Use Round Robin’ field will be updated to ‘NOMATCH’. This is the same status a record gets when Overflow is not used and the record doesn't match with any MatchGroup.
Note that in this case the record will not be assigned to a Queue User. - If at some point the record matches with a MatchGroup that has ‘Overflow to the next MatchGroup’ disabled, and it cannot be assigned there, it will be assigned to that MatchGroup's Queue User with status QUEUED.
If there are no MatchGroups left at all that can assign the record, it will not be assigned to a Queue User but instead get Use Round Robin status NOMATCH.
Therefore it makes sense to let the final MatchGroup be a MatchGroup with loose or no MatchRules (a so-called ‘Greedy MatchGroup’), and disable Overflow on that MatchGroup, so that records will be assigned to the group's Queue User if no Assignees are available in that group.
Alternatively, set up other backup mechanisms to handle NOMATCH records, such as Assign to a Salesforce Queue.
Configure Overflow Logic
Set up Overflow Logic as follows:
- Open a MatchGroup where you want to apply Overflow Logic.
- At left under Details, make sure a Priority is set. If this MatchGroup is to be used further in the Overflow chain, set the Priority numbering accordingly.
- Priority is regarded in ascending order, so first Priority 1, then Priority 2, etc.
- Since the MatchRules are also applied, MatchGroups in different Overflow sequences can share a Priority numbering. Just make sure the MatchRules are configured in such a way that they do not overlap for different Overflow sequences and will not catch each others records.
- Check that there are currently no records assigned to this MatchGroup's Queue User with ‘Use Round Robin’ status QUEUED.
If there are such records, and you enable Overflow, they will be handled by the overflow process once they are picked up again: either assigned if Assignees became available in the meantime, or overflowed to the next MatchGroup. - In the 'This MatchGroup Assigns the OwnerID Field on the Lead Object' section of the MatchGroup, click Edit Object / Assignment Field
. - Tick Overflow to the next MatchGroup.
- Repeat for all MatchGroups that you want to include in the Overflow Logic sequence.
Different approaches for Overflow sequences
In combination with Overflow, Priority can be used to create a full sequence of overflow MatchGroups in a set order (1-2-3-4-etc).
It is also possible to give different overflow MatchGroups in the same sequence all the same Priority (e.g. all ‘2’). A record will then move from one random Priority 2 group to the next. The MatchRules still have to match though, and Overflow should be enabled on each MatchGroup.
Plauti Assign will keep track of which MatchGroups the record already tried but found unavailable, so it will meet all backup MatchGroups only once until either an available Assignee is found, or there are no more matching overflow MatchGroups left.
You can also set up multiple main MatchGroups, with Priority 1 and extensive (and mutually exclusive) MatchRules, plus one overflow MatchGroup with Priority 2, and fewer, more general MatchRules, so that the latter can be a backup for several main MatchGroups.
Overflow and Priority
Read more about Priority in MatchGroups: Priority and Overflow.
Earlier Overflow processes
There are two other processes that can act as overflow for Plauti Assign.
- Overflow to a backup MatchGroup, as described in Advanced - Overflow Records To a Backup MatchGroup. The new Overflow Logic replaces this option.
If you are already using the old Overflow to a backup MatchGroup option, either- Keep using your old setup but do not enable ‘Overflow to the next MatchGroup’ in any MatchGroup, or
- Undo the old Overflow to a backup MatchGroup settings and start using ‘Overflow to the next MatchGroup’ in MatchGroups instead.
- Assign to a Queue, as described in Assign to a Queue if SuperRoundRobin doesn't assign the record. This option uses the NOMATCH status to assign records to a Queue.
As records going through the Overflow Logic can sometimes end up with status NOMATCH, you can use Assign to a Queue in addition to the Overflow Logic.
