Skip to main content

Notifications

Announcements

Check out the New Agent Creator Community
Announcing new navigation menus and the Engage with the Community forum!
News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Sales Round robin auto...
Customer experience | Sales, Customer Insights,...
Answered

Sales Round robin auto assignment skips sellers who are manually assigned Leads.

(2) ShareShare
ReportReport
Posted on by NK-17041307-0 9
We are trying to pilot Saleshub auto assignment feature. The out of box round robin works for a segment of leads for specific filters assigns the leads in round robin. All is fine. But one problem is if a LEAD is manually assigned to a user outside of this segment, it skips that user from the round robin. Business doesn't want this and wants the round robin to look for this segment only and not skip seller. I was trying to see if we can manipulate this logic but unable to find anywhere. Documentation does say round robin is at Org level. Did you come across this situation and solution? I am trying to avoid doing a powerautomate, logicapp or custom code trying to stay withing out of box auto assignment feature. 
 
Understand record distribution in assignment rules | Microsoft Learn
Round robin distribution
Round robin assignment distributes a new or updated record fairly among the sellers who meet the rule's criteria. It gives the record to the seller who's waited the longest for a new lead, opportunity, or insight, including records that were assigned manually or by an add-in. The order of round robin distribution is stored at the organization level, not at the rule level.
Categories:
Dynamics 365 Sales
  • NK-17041307-0 Profile Picture
    NK-17041307-0 9 on at
    Sales Round robin auto assignment skips sellers who are manually assigned Leads.
    @Holly Thanks for the update and providing current options available. Do you have further info on "Reset the Round Robin Order:"? 
  • Verified answer
    Holly Huffman Profile Picture
    Holly Huffman 6,212 on at
    Sales Round robin auto assignment skips sellers who are manually assigned Leads.
     
    Good morning, afternoon, or evening—depending on where you are in the world!
    Hope you're doing well.
     
    You're correct that the round robin logic in D365 Sales is maintained at the organization level, not at the rule level. This means that once a seller is manually assigned a lead—even outside the scope of the auto-assignment segment—they are still counted in the round robin rotation. As a result, they may be skipped for future assignments because the system assumes they’ve already received a lead.
    Unfortunately, there is currently no out-of-the-box setting to scope the round robin logic to only consider leads assigned via a specific rule or segment. This behavior is by design and is documented in Microsoft's official guidance.
     
    Options to Consider:
    1. Use Load Balancing Instead of Round Robin: Load balancing considers seller capacity rather than assignment order. This might give you more flexibility if your goal is to distribute leads fairly without excluding manually assigned users [2].
    2. Reset the Round Robin Order: While not officially supported, some organizations periodically reset the round robin queue by reinitializing seller assignment metadata. This would require custom logic and is not available out of the box.
    3. Submit Feedback to Microsoft: Since this is a limitation of the current design, I recommend submitting feedback via the Dynamics 365 Ideas portal or your Microsoft account team. This scenario—where manual assignments outside a rule segment affect automated distribution—is a common edge case.
    4. If You Must Stay OOB: The only workaround within the current out-of-the-box feature set is to avoid manual assignments altogether for users participating in round robin, or to rotate users in and out of the rule manually.
     
    Let me know if you'd like help drafting a feedback submission or exploring a lightweight Power Automate workaround that doesn’t require full custom code.
     
    References
    [1] Understand record distribution in assignment rules
    [2] Automatic Lead Assignment – Dynamics 365 Talk
     
    Note: I collaborated with AI to help craft this response and ensure it’s as accurate and helpful as possible.
    Hope this helps!

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

News and Announcements

Check out the New Agent Creator Community
Announcing new navigation menus and the Engage with the Community forum!

Quick Links

Jainam Kothari – Community Spotlight

We are honored to recognize Jainam Kothari as our June 2025 Community…

Congratulations to the May Top 10 Community Leaders!

These are the community rock stars!

Announcing the Engage with the Community forum!

This forum is your space to connect, share, and grow!

Leaderboard >

Last month Overall leaderboard

Featured topics

Hide selecting Contact for potential customer when creating quote

Product updates

Dynamics 365 release plans