User and Project Quotas for Efficient Contact Routing

A User or Project Quota is a valuable tool that sets a limit on the total number of contacts routed to users within a specified period. This control is applied to the number of results for the specified Result Groups, ensuring efficient and organized workflow management.

Contact Quota by User

  1. From the Admin homepage, open the desired Project.
    Select Project.jpg
  2. Open the Workflow/Routing menu and select User Quota.

  3. In the first Quota Type drop-down, choose Contact Quota by User.

  4. In the second Quota Type drop-down, select your preferred option.

    • Only count one call per Contact:
      • Only one call result per Contact contributes to the quota.
      • A Contact that has been previously resulted won't count again.
      • Past results, even from a different time period, do not impact the user's quota.
    • Only count uncalled Contacts:
      • Only contacts that have yet to be called contribute to the quote.
      • A Contact that has been previously called won't count again.
    • Count all calls:
      • Every specified call result counts towards the quota.
      • Multiple call results for the same Contact are included.
  5. Choose the Result Groups that count towards the quota. 

  6. Specify the Time Period for the quota application.

  7. Optionally, select leads for which the quota applies in the Warm Leads Only section.

  8. Enter the desired number value in the Quota field for each user in the project.

    • To assign the same quota to all users, use the Reset All Quota field and click Apply.
    • Leaving the field blank implies no quota; entering 0 means no leads route to the user.
  9. Optionally, set the Quota for other users if they switch to a different project.

  10. Click Save to apply the changes.

Contact Quota by Project

  1. From the Admin homepage, open the desired Project.
    Select Project.jpg
  2. Open the Workflow/Routing menu and select User Quota.

  3. In the first Quota Type drop-down, choose Contact Quota for Project.

  4. In the second Quota Type drop-down, select your preferred option.

    • Only count one call per Contact:
      • Only one call result per Contact contributes to the quota.
      • A Contact that has been previously resulted won't count again.
      • Past results, even from a different time period, do not impact the user's quota.
    • Count all calls:
      • Every specified call result counts towards the quota.
      • Multiple call results for the same Contact are included.
  5. Choose the Result Groups that count towards the quota.

  6. Specify the Time Period for the quota application.

  7. Enter the desired quota number in the Project Quota field.

  8. Click Save to apply the changes.

Users reaching their quota will receive a notification that there are no more leads to be routed, ensuring effective management of project quotas and optimizing workflow efficiency.

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