Understanding Round Robin Teams

What is a round robin team? 

The round robin team is a feature of ChurnZero that delegates tasks and message assignments in plays evenly among members of a team. Team members do not need to be assigned to the account. Round robin teams help you efficiently manage accounts, tasks, and touchpoints across the customer journey. They help to strengthen automation and distribute tasks for more even workloads among CSMs. Managers who had to delegate tasks as they came up manually can now create round robin teams and establish that automatically delegate accounts and tasks to their team members. This helps to take the manual process of assignment off the shoulders of managers and gives CSMs more evenly distributed task and messaging assignments.  

Who creates teams? 

Round robin teams are created by admin users. Admin users can create new teams, edit a team member's availability, delete teams, and more. For more information: Creating and Managing Round Robin Teams. 

Team assignment behavior: 

Plays are assigned to a team, and then each iteration of the play is assigned to a team member. Assignments cycle through team members in the order they're listed in the admin's configuration.

For example, Valerie is on the mid-market team. The play Mid-market Renewal is created with round robin team assignment set to On. When the account Autism Aware enters the play, it's assigned to Valerie, who is first on the list of team members. Tasks and messages created from that iteration of the play are sent to Valerie. 

Meanwhile, while Autism Aware is still in the play, Victory Marketing enters the play.  The next person on the team list, Judy, is automatically assigned. This continues as accounts enter the play, with every iteration assigned to the next available team member. But, let's say that when a third enters the play, the person after Judy is unavailable. The third account skips over the unavailable team member and is assigned to the next available team member on the list. 

If Autism Aware completes the play and then immediately re-enters, it will be assigned to the next available team member in the rotation. This would not necessarily be the same user the account was assigned to in the first iteration of the play.

More things to know about team assignment behavior: 

• You cannot manually change a team member's assignment midway through a play. 
• User activity is checked for team members at every step. If a team member's account becomes inactive midway through a play, the next step will be automatically assigned to a new team member. 
• A person can be assigned to multiple teams. However, capacity planning does not occur within round robin assignments. If multiple plays are assigned to that CSM's teams, they could end up with uneven distribution.
• A user does not need to be assigned to a role on an account to be assigned to a play step via the round robin assignment. As long as they are part of the round robin team, they can approve messages and have tasks assigned to them.

Using round robin assignments in plays: 

Round-robin team assignments can be turned on at the individual play level. The Use round robin team assignment toggle turns the feature on for each play.

It also includes two play steps: 

• Update Round Robin Team Assignment: The Update Round Robin Team Assignment step allows you to create branches in your plays that will send tasks and messages to members of a new team. For example, you can create a play assigned to your "Mid-market" team but transfer assignments to the Enterprise team after a certain point in the play. For more information: Play Step: Update Round Robin Team Assignment.
• Rotate Record Assignment: The Rotate Record Assignment step type allows you to update a user reference field based on team members. This allows you to automate role assignments through the play step. For more information: Play Step: Rotate Record Assignment.