Configure territory capacity, availability and skills

Before you start

Use your own authorised staff account in the intended Pixie CRM workspace. The Sales CRM module must be available and your role must include the permissions stated above. Existing leads, customers, communications and customer portal pages retain their normal access rules.

Follow these steps

1. Create or configure the territory through Configure territory, including its matching conditions and members.
2. Choose Capacity & skills on that territory card.
3. Choose Enabled for reviewed assignments and select Lowest projected utilisation or Eligible round robin.
4. Enter the skills every assigned member must have, separated by commas. Leave the list empty if no skill requirement applies.
5. For every current member, set Routing availability, Open-opportunity capacity and Declared skills. Use Find a member to filter a long list.
6. Enter a reason and choose Save routing settings.
7. Review the confirmation and Recent routing history. Use an active open opportunity to calculate an assignment before applying it.

Behavior and limits

• Settings belong to one territory in the current workspace. A person can have different profiles in different territories; no parent-territory settings are inherited.
• This option starts disabled. Newly encountered members start unavailable with a capacity of 20 until an administrator saves their profile. No existing owner changes when settings are saved.
• Capacity accepts a whole number from 1 to 10,000. It is compared with projected active open opportunities across all pipelines, territories and currencies in this workspace.
• Availability is manually declared. It does not read login status, working shifts, calendars, leave records or presence services.
• A skill list supports up to 20 skills, each up to 40 characters. Skills are compared without letter-case differences, and repeated spaces are normalised. Each skill must occur once. Use letters, numbers, spaces or common skill punctuation; separate entries with commas in the form.
• Required skills use an all-skills match. An empty requirement accepts members with no declared skills if their other eligibility checks pass.
• Every current territory member must be configured in a save. Filtering the member list changes only what is shown; hidden members retain their submitted settings.
• Available members must still be active native staff with Sales CRM viewing access. Mark an unavailable or inactive person unavailable, or adjust territory membership through the normal territory editor.
• Changing territory membership or another administrator saving settings can invalidate an open form. Reopen it before saving a reviewed current configuration.
• Retired territories can retain and update settings, but capacity assignments require an active territory and a currently matching opportunity. Disabling this option preserves its settings and history.
• These settings apply only to Review capacity assignment. Existing manual assignments, normal round-robin routing, imports and other workflows retain their own behaviour. This capacity is not a workspace-wide ownership ceiling.

Check it worked

• Confirm the territory name, member IDs and intended strategy.
• Check each available person’s capacity and skill spelling.
• Read the save confirmation and latest configuration reason in Recent routing history.
• Calculate an assignment and inspect the member explanations before applying it.

Troubleshooting

• If Capacity & skills is unavailable, check administrator access and native module availability.
• If a newly added member has no profile in an assessment, reopen this configuration and save all current members.
• If a staff member cannot be made available, check their active staff status and Sales CRM viewing permission.
• If the form reports changed membership or revision, reopen it; do not overwrite another administrator’s changes.
• If no members are listed, add members through Configure territory.

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