Load Evaluation Method

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Available in Version 4.8 and up

When using either a Load Balance assignment method or Max Active Loads, you must select one of the following Load Evaluation Method options:

  • Count Active Records: A user’s workload is defined by how many active records they own.
  • Total Active Load Value: A user’s workload is defined by summing up a numeric field that you choose.
  • Reference User Field: A user’s workload is defined by a custom user field. This is a great option if you want to calculate workload across multiple objects (e.g. totaling the number of active Leads and Cases). When this option is selected, you’ll be able to select a user field from the User Load Value dropdown.

The Total Active Load Value gives you great flexibility in defining exactly how to calculate workload in a customized manner. The first step is to define a numeric field on the router object that reflects how much workload comes with a given record. For example, if you are assigning cases perhaps the case burden is based on the case’s Type field. If so, you could create a numeric formula field that uses a CASE statement so that each Type value is designated a number from 1-7, with 7 being the greatest amount of work. By totaling the load value from this field, Kubaru will be able to accurately calculate the workload of each user and behave accordingly.

Things to keep in mind

  • If a record’s load value field is blank, this counts as zero.
  • When using the Reference User Field option, any decimal places from the selected user field will be stripped out.
  • Define Active Load Field

    Once you’ve defined a field from which workload can be calculated, you will need to point to this field in the object’s settings by doing the following:

    1. Navigate to the Settings tab of the Kubaru Console.
    2. Under the Object Settings section, select the object of interest and click the Edit [Object Name] Settings button.
    3. In the Load Value Field, select your numeric field.
    4. Click Save.
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