Understand routing workload, capacity and skill matching
Interpret projected utilisation, filtered round robin and the reasons a territory member is excluded.
Where to goSales CRM → Opportunity → Review capacity assignment → Member evaluations
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
- Read Other open opportunities for each territory member.
- Compare Projected load / capacity with the configured member capacity.
- Check Declared availability, Declared skills and any missing skills or access explanations.
- Read the selection strategy above the recommendation.
- Use the explanations to correct configuration or workload, then calculate a fresh assignment.
Behavior and limits
- Other open opportunities counts the member’s non-archived opportunities whose current stage has an Open outcome, across the current workspace. The opportunity under review is excluded from this count for every candidate.
- Projected load adds the opportunity under review once. A member qualifies when this projected count is no larger than their configured capacity. A projected count exactly at capacity is allowed.
- Won, Lost and archived opportunities do not count toward this open-workload measure. Activities, native leads and customer counts are not counted.
- Lowest projected utilisation compares projected count divided by capacity. For example, 9 of 30 is preferred over 13 of 20 even though both people have capacity.
- Selection compares exact integer ratios. Equal ratios are resolved by the lower other-open count and then the lower staff ID. Displayed percentages are rounded for reading and do not determine the winner.
- Eligible round robin rotates through qualifying current members by staff ID after the last owner selected by this reviewed routing option for the territory, wrapping to the first eligible member. It uses its own cursor and does not change the existing normal round-robin cursor.
- Every required skill must be present in the member’s declared skills. Skill matching is deterministic and does not infer expertise from private data, job titles, communications or AI.
- An unavailable member, a person lacking required native access, someone missing a required skill, an unconfigured new member or someone over projected capacity is excluded. More than one explanation can apply.
- Current skills and availability are configuration declarations, not verified qualifications or real-time presence.
- Capacity checks are made during this reviewed action. Reviewed capacity actions are serialized within the workspace, but ordinary edits and other assignment workflows can change ownership or workload outside this option. Capacity is not a global enforcement rule.
- Saving a profile does not redistribute existing opportunities. Routing applies to the explicitly opened opportunity only.
Check it worked
- Add one to Other open opportunities and compare it with the projected figure.
- Confirm that missing skills are genuine spelling or configuration differences.
- Compare candidate ratios and tie-breakers when the recommendation is unexpected.
- Distinguish no eligible candidate from a recommendation that retains the current owner.
Troubleshooting
- A person with fewer open opportunities may lose to someone with a larger capacity and lower projected utilisation.
- An owner already at capacity can retain the reviewed opportunity if excluding it and adding it once leaves the projection within capacity.
- If workload differs from a filtered deal board, remove board filters and compare all non-archived Open opportunities for that owner.
- If a member was just added or removed, reopen territory settings and calculate again.
- If no one qualifies, resolve the actual exclusion reasons; the feature does not silently bypass access or capacity.