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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Round robin lead assig...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Round robin lead assignment skipping users

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Posted on by Community member
Hi 👋 
 
we are using a workflow to auto assign leads to sales users. These leads are from web enquiries. 
 
however we have noticed that if a user is assigned a lead manually (or create their own) from another source they are being put at the back of the queue for a web enquiry lead via the automated workflow.
 
Does anyone else have experience with this? It’s making lead distribution unfair as it’s not a truly round robin assignment.
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  • Suggested answer
    Shweta Profile Picture
    Shweta 18 on at
    Well this is a common issue in Dynamics 365 when round-robin assignments don’t account for leads from different sources. 

    Here’s how you can address it:

    Separate Web Enquiry Leads: Set up a field or tag to identify web inquiries specifically. Then, tweak your workflow to ensure the round-robin logic only applies to leads with this tag. This way, manual or self-created leads won’t interfere.

    Use a Dedicated Queue: Create a separate queue for web inquiry leads in Dynamics 365. This keeps the round-robin process isolated, ensuring users aren’t skipped unfairly due to leads from other sources.

    Customize the Round-Robin Logic: If you’re comfortable with Power Automate or custom plugins, you can create a solution that tracks lead assignments from specific sources. For example, the logic could ignore manual assignments or self-created leads when deciding who’s next in line.

    Consider Third-Party Tools: If the built-in features aren’t flexible enough, tools like LeadAngel or LeanData can enhance lead routing. These tools offer advanced options to manage round-robin assignments and avoid such scenarios.

    Regularly Review Assignments: It’s a good idea to occasionally audit your lead assignment rules and logs. This can help you spot and fix any imbalances in the process.

    By refining your workflows or adding a bit of customization, you should be able to make the process fairer for everyone.

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